End User Computing Specialist

The End-User Computing Support Analyst is responsible for delivering assistance to employees facing issues with software and hardware. This includes 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, exceptional service for both on-site and remote employees. This involves diagnosing the issue, providing resolutions per established procedures, and ensuring end users can resume their job responsibilities. The analyst is also responsible for accurate tracking of company PC assets, updating knowledgebase information, and contributing to IT projects.

• Operating Systems:
  • Expertise with Windows 11, including configuration and troubleshooting. MacOS experience is a plus.
  • Proficient in Active Directory for diagnosing employee application access issues.
• Software:
  • Proficient with the Microsoft 365 suite (Teams, One Drive, Outlook, SharePoint).
  • Strong understanding of software installation, configuration, and troubleshooting.
  • Knowledge of virtualization technologies such as VMware and Citrix.
• Endpoint and Device Management:
  • Experience supporting bring-your-own-device environments using mobile application management (MAM) – Microsoft Authenticator, Outlook, One Drive, etc. – to access corporate data on personal iOS/Android devices.
• Networking:
  • Demonstrated knowledge of networking concepts and troubleshooting to support in‑office and remote employees with wired and wireless connectivity issues.
• Hardware:
  • Proficient in diagnosing, repairing, and replacing hardware components (laptops, desktops, peripherals).
  • Understanding of imaging tools to perform hardware upgrades and device refreshes.
• Knowledge Management and Documentation:
  • Review and update knowledge base articles as assigned.
  • Actively participate in knowledge‑sharing sessions within the team.
• Project Work:
  • Experience contributing to IT projects, ensuring the team's successful delivery of initiatives (e.g., hardware/software deployments).

• Problem‑Solving/Process Improvement:
  • Strong analytical and troubleshooting skills with the ability to resolve complex technical issues independently.
  • Ability to perform root cause analysis and provide proactive recommendations to improve system performance and user experience.
  • Knowledge of digital experience (DEX) scoring a plus.
• Customer Service:
  • Demonstrated excellence in providing exceptional customer support and technical assistance in a courteous, prompt, and professional manner.
  • Ability to oversee multiple customer requests and prioritize tasks in a demanding environment, ensuring prompt resolution within SLA time frames.
• Communication:
  • Good written and verbal communication skills; ability to effectively document processes, technical solutions, and user interactions.
  • Proven ability to communicate technical issues to both technical and non‑technical stakeholders in a clear and concise manner.
• Collaboration and Leadership:
  • Ability to work effectively within a remote team environment and independently with minimal supervision.
  • Participate in team discussions to contribute to a positive support environment.
  • Experience collaborating with cross‑functional teams, such as IT cybersecurity and network teams, as part of the troubleshooting process.

• Microsoft (e.g., MCSA, MCSE), ITIL Foundation or another relevant technical certification (CompTIA A+, Network+, Security+) is a plus but not required.

Intermediate Level

Contract position based out of West Des Moines, IA. Hybrid work environment.

Pay range: $20.00 - $30.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This position is anticipated to close on Feb 25, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.