Support Engineer End User Computing

Post Consumer Brands•Lakeville, MN

About The Position

The Support Engineer End User Computing plays a critical role in providing hands-on technical support for end-user computing (EUC), audio-visual/Microsoft Teams Room (MTR) meeting systems, corporate IT services, and white glove executive support in a dynamic office environment. This position focuses on resolving technical issues from a priority queue, collaborating with internal IT teams (Infrastructure, Security, Workforce Productivity, and Application Delivery), and partnering with the parent company, business units, and plant locations to deliver end-user computing solutions that align with organizational strategy and cross-team needs. The role ensures seamless technology experiences, enhances productivity, and fosters a culture of service excellence and innovation.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
3+ years of experience in IT support or service management
Strong experience with end-user computing technologies (Windows, macOS, mobile devices, and collaboration tools such as Microsoft 365).
Experience managing outsourced helpdesk services or working with managed service providers.
May need to move light equipment or supplies from one place to another – ability to lift 45 pounds.
Work activity is in an office, open-partitioned, cubicle environment
Familiarity with ticketing systems (e.g., ServiceNow, RemedyForce, Monday.com) and ITSM best practices.
Strong problem-solving and troubleshooting skills, with the ability to resolve escalated issues effectively.
Excellent verbal and written communication skills.
Excellent interpersonal skills, with a focus on customer service.
Experience with audio-visual systems and conferencing tools (e.g., Teams Rooms).

Nice To Haves

ITIL certification or familiarity with ITIL processes.
Familiarity supporting hybrid work environments and remote workforce needs.
Familiarity with security audits and SOX requirements.
2+ years supporting C-suite level executives.
Deliver personalized IT support to senior executives and their administrative teams, ensuring their technology needs are met with exceptional care and urgency.
Experience maintaining and optimizing executives’ devices, such as laptops, tablets, smartphones, and conferencing systems, ensuring they are always operational and up to date.
The ability to document job aids, offer training and guidance on IT tools, ensuring users can maximize their productivity with minimal disruptions.
Ability to run a small EUC project automatously from idea to rollout.

Responsibilities

Actively resolve technical issues from a priority queue, addressing end-user computing needs in a timely and professional manner.
Provide responsive support for complex desktops, laptops, iPads, mobile devices, phones, printers, and peripherals in a corporate office and remote environment. While ensuring a solution and strategy that will integrate at the plants.
Troubleshoot and resolve conferencing system issues, including Microsoft Teams Rooms, Polycom systems, projectors, and digital displays, ensuring meeting room readiness and reliability.
Must have the ability to troubleshoot complex computing issues.
Maintain a strong customer service focus, delivering updates to users and ensuring issues are resolved to their satisfaction.
Configure, deploy, and maintain endpoint devices, ensuring compliance with corporate security standards through tools such as Lansweeper, Intune, or ManageEngine.
Manage the setup, maintenance, and optimization of conference room equipment in meeting rooms to support video conferencing, presentations, and hybrid work environments, for multiple sites.
Define, implement and improve the end user patching and software update strategy. Preform regular updates, maintenance, and security checks on endpoint devices and AV systems to ensure reliability, compliance, and keep our risk score within KPI and SLA rates.
Work closely with Infrastructure, Security, Workforce Productivity, and Application Delivery teams to resolve cross-functional issues and implement IT solutions.
Partner with the parent company, business units, and plant teams to develop and deploy end-user computing strategies that meet organizational goals.
Support cross-team initiatives by addressing technical challenges with a broader strategic focus, ensuring alignment with IT and business priorities.
Collaborate with IT teams to support corporate IT and plant initiatives, such as system upgrades, software rollouts, and infrastructure changes.
Assist with general technical support in the office, including managing network connectivity, printer setups, and phone systems.
Monitor and resolve user requests submitted through the IT ticketing system, prioritizing issues to minimize downtime.
Document technical user guides and standard operating procedures. Reviews, develops and publishes knowledgebase articles
Administrator experience administrating and supporting Windows enterprise environment, BitLocker, Office 365 (OneDrive, Teams, Outlook)/Office Suite, Active Directory, Microsoft Edge/IE, Single Sign On, MFA, troubleshooting group policy
A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support
Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue
Conduct regular system checks to identify and address potential technical issues before they impact users.
Recommend and implement improvements to IT processes and workflows to enhance efficiency and user experience.
Track and analyze support trends to identify recurring issues and propose long-term solutions.
Provide training and guidance to users on effectively using IT tools, AV systems, and corporate software.
Create and maintain user-friendly documentation for common technical issues and IT systems.
Mentor junior IT staff and the helpdesk, sharing best practices and fostering a team-oriented environment.
Ensure seamless support for corporate users and executive leadership through hands-on, high-priority technical assistance.
Foster collaboration across IT teams to address complex technical challenges with a strategic and cross-functional approach.
Maintain reliable AV systems and general IT infrastructure to enable seamless communication and collaboration.
Enhance productivity by implementing innovative solutions and optimizing IT systems to meet organizational needs.
Execution aligned with IT Standards and Practices.
Some travel may be required – less than 5%.
On call responsibilities and outside of business hours work as necessary.
Other duties as assigned by leadership.