IT EUC Support Analyst

We are seeking an experienced and customer-focused IT EUC Support Analyst to join our IT team in West Des Moines, IA. This role is responsible for providing advanced end-user computing support for both on-site and remote employees by troubleshooting hardware, software, networking, and access-related issues in a fast-paced enterprise environment.

The ideal candidate will have strong technical troubleshooting abilities, excellent customer service skills, and experience supporting Windows-based environments, Microsoft 365 technologies, endpoint devices, and enterprise IT operations.

• Provide advanced technical support for end users experiencing software, hardware, connectivity, and application issues.
• Monitor and manage incident queues, ensuring timely resolution within established SLA time frames.
• Handle escalated tickets and incidents from the Service Desk.
• Diagnose and resolve issues for remote and in-office employees.
• Support Windows 11 environments, laptops, desktops, peripherals, and mobile devices.
• Assist with hardware/software deployments, migrations, imaging, and device refresh initiatives.
• Manage and troubleshoot Active Directory access-related issues.
• Support Microsoft 365 applications including Teams, Outlook, One Drive, and SharePoint.
• Maintain accurate IT asset tracking and documentation.
• Update and contribute to internal knowledge base articles and process documentation.
• Collaborate with infrastructure, cybersecurity, and networking teams on troubleshooting and project initiatives.
• Participate in IT projects and contribute to continuous process improvement efforts.

• Associate Degree in Computer Science, Information Technology, or related field preferred; equivalent professional IT experience will also be considered.
• Technical certifications such as Microsoft (MCSA/MCSE), ITIL Foundation, CompTIA A+, Network+, or Security+ are a plus.

• 3–5 years of experience in advanced technical support or end-user computing support roles.
• Experience supporting enterprise-level environments and handling service desk escalations.
• Strong troubleshooting experience within Windows environments.
• Experience supporting laptops, desktops, peripherals, and mobile devices.
• Exposure to scripting and automation for common IT tasks is preferred.
• Experience contributing to IT deployments, migrations, and project initiatives.

• Strong expertise with Windows 11 configuration and troubleshooting.
• Experience with MacOS is a plus.
• Proficiency with Active Directory user support and access troubleshooting.
• Familiarity with VMware and Citrix virtualization technologies.

• Strong working knowledge of Microsoft 365 applications:
• Outlook
• Teams
• One Drive
• Share Point
• Experience supporting BYOD environments using mobile application management (MAM).
• Familiarity with Microsoft Authenticator and mobile access support for iOS and Android devices.
• Understanding of networking fundamentals and troubleshooting wired/wireless connectivity issues.
• Experience diagnosing and replacing hardware components.
• Knowledge of imaging tools and deployment processes.

• Excellent analytical and problem-solving abilities.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Capable of communicating technical concepts to both technical and non-technical users.
• Self-motivated with the ability to work independently and collaboratively within a team.
• Experience performing root cause analysis and identifying process improvement opportunities.
• Knowledge of Digital Employee Experience (DEX) scoring is a plus.

• Experience supporting hybrid and remote work environments.
• Exposure to enterprise ITIL practices and SLA-driven support models.
• Previous experience working cross-functionally with cybersecurity and networking teams.

• Collaborative and supportive IT environment
• Opportunity to work on enterprise-level technologies and projects
• Exposure to modern endpoint management and infrastructure tools
• Career growth and professional development opportunities