System Engineer Bit Bar, EUC

Vistra Corp•Irving, TX

1d•Onsite

About The Position

As a key team member of the User Experience team, the EUC system engineer will assist clients by providing outstanding customer service for all end user services, solve IT challenges, one problem at a time, as well as collaborate with all departments to ensure timely communication and resolution. They will be located in our Irving offices and may need to drive to our remote locations to serve site specific requirements. As a key team member of the User Experience team, the EUC system engineer will assist clients by providing outstanding customer service for all end user services, solve IT challenges, one problem at a time, as well as collaborate with all departments to ensure timely communication and resolution. They will be located in our Irving offices and may need to drive to our remote locations to serve site specific requirements.

Requirements

Experience gained through college degree programs and or certifications in computer science, information systems, or equivalent experience
3+ years of hardware or software support experience in a large enterprise desired
Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and Active Directory Federated Services
O365, Exchange, on-premise Exchange, and Exchange Online
Office 365 (O365) and Exchange enterprise migrations
Basic to Intermediate knowledge of a scripting language, like Powershell
Knowledge of Microsoft Windows 10, Office 2016
Intermediate knowledge of Microsoft Windows 10 to Server 2012 R2
Experience working with IP networking and networking protocols
Strong Analytical, troubleshooting and problem solving skills
Power Automate
ServiceNow Strong understanding of: Request Fulfillment Incident Management Asset & CMDB Catalog workflows
Power BI

Nice To Haves

Experience with ServiceNow DevOps or platform customization is a plus

Responsibilities

Manage/triage technical incidents, and provide functional support and assistance to local and remote users, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently
Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency
Document activities and resolutions in ITSM solution
Monitor ticketing system and email for notification and internal assistance requests
Troubleshoot and resolve problems to satisfy requests
Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
Participate in regular quarterly training courses
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detailed documentation regarding problems and solutions, and keep the customer updated of the status and resolution times
Support maintenance of servers, and other devices when requested
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
Improve knowledge of and ability to operate, all technical support tools and technologies
Contribute technical solutions to the IT Knowledge Base
Participate in projects and initiatives as directed by leadership
Promote self service and automation model
Provide Level 1 Hardware/Break Fixing and troubleshooting
Drive automation, reporting, and end‑to‑end device lifecycle management across EUC using Power Platform, ServiceNow, and Power BI.
Automate ServiceNow workflows (INC / RITM / SCTASK)
Approval flows (GL codes, exceptions, lifecycle state changes)
Integrations with SharePoint, Lists, Teams, and email
Create and maintain dashboards for: Device lifecycle (procure → deploy → refresh → retire)
Turnaround time / SLA metrics
New hire provisioning trends
Engineer performance and workload visibility
Data sources: ServiceNow, Excel/SharePoint, Intune (if applicable)
Standardize lifecycle states (New, In Stock, Deployed, Repair, Retired)
Automation tied to lifecycle changes
Reporting on aging devices, refresh eligibility, and inventory accuracy