EUC Support Analyst

What You Can Expect In This Role

The End-User Computing (EUC) Support Analyst II is responsible for delivering assistance to employees facing issues with software and hardware. This involves monitoring the incident management queue to manage and resolve customer issues within established service level time frames, which is essential to maintaining the Company’s operational efficiency and end-user satisfaction. Key responsibilities include addressing escalated customer requests and incidents from the Service Desk, and providing prompt, high-quality service for both on-site and remote employees.

This involves diagnosing the issue, providing resolution per established procedures, and ensuring end users are able to resume their job responsibilities. The EUC Support Analyst II is also responsible for accurate tracking of company personal computer (PC) assets, participating in a 24x7 weekly on-call rotation, updating knowledgebase information, and contributing to Information Technology (IT) projects. Other duties include providing guidance and training to junior team members and contributing to process improvement initiatives.

• Provide advanced configuration, troubleshooting, and guidance for Windows 10/11 and macOS operating systems.
• Troubleshoot and resolve software installation and configuration issues with precision. Write knowledge documentation on resolution tips. Offer recommendations to leadership and team on updated resolution documentation and issue resolution strategies.
• Support virtualization technologies, including VMware, ensuring efficient and reliable virtual environments. Develop best practice documentation for setup and configuration. Identify and offer recommendations to leadership and team when best practices should be updated.
• Utilize endpoint management tools like Microsoft Configuration Manager (MCM), Intune, or equivalent for software deployments, patch management, and device security. Develop best practices for installation, utilization, and management of the device environments recognizing the critical nature of business operations and dependency on functioning applications to accomplish business objectives.
• Implement and manage mobile device management (MDM) solutions integrated into enterprise systems. Define policies and usage specification for mobile devices.
• Apply knowledge of networking concepts, including IP addressing, routing, switching, firewall configuration, and Wi‑Fi troubleshooting. Develop standards for configuration of end point devices as they apply to this discipline and identify when standards should be updated.
• Assist with cloud computing tasks related to Azure, AWS, and cloud‑based network infrastructure. Develop standards for the use of end point technologies within these environments. Identify when company standards require updating and make recommendations and proposals for updating standards.
• Diagnose, repair, and replace hardware components, including laptops, desktops, servers, and peripherals. Develop documentation on best practices based on common issue types. Identify when best practices should be updated and make recommendations and proposals to leadership and team.
• Analyze and resolve complex technical issues independently, utilizing advanced troubleshooting skills. Document findings and provide instruction for future resolution.
• Perform root cause analysis and develop proactive recommendations to enhance system performance and user experience.
• Manage Active Directory environments, including user account management, group policies, and organizational unit (OU) structures.
• Deploy and manage Microsoft 365 applications (Teams, One Drive, Outlook, SharePoint) and manage enterprise‑level software rollouts.
• Conduct hardware upgrades and device refreshes using imaging tools like Windows Autopilot. Manage tasks and project deliverables related to standardized hardware replacement scenarios (e.g. EOL or changing business needs.).
• Develop, update, and maintain technical documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides. Identify when SOPs require updating. Make…