End User Computing Specialist

Description

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 End-User Computing Support Analyst is also responsible for accurate tracking of company PC assets, updating knowledgebase information, and contributing to IT projects. Technical

Skills:

- Operating Systems: o Expertise with Windows 11 operating system, including configuration and troubleshooting. MacOS experience is a plus. o Proficient in Active Directory for diagnosing employee application access issues.

- Software: o Proficient skills in the Microsoft 365 suite (Teams, One Drive, Outlook, SharePoint). o Strong understanding of software installation, configuration and troubleshooting. o Knowledge of virtualization technologies such as VMware and Citrix.

- Endpoint and Device Management: o Experience in supporting employees in a bring-your-own-device environment using mobile application management (MAM) - Microsoft Authenticator, Outlook, One Drive, etc.

- to access corporate data on personal iOS/Android devices.

- Networking: o Demonstrated knowledge of networking concepts and troubleshooting to support in-office and remote employees with wired and wireless connectivity issues.

- Hardware: o Proficient in diagnosing, repairing and replacing hardware components (laptops, desktops, peripherals). o Understanding of imaging tools to perform hardware upgrades and device refreshes.

- Knowledge Management and Documentation: o Review and update knowledge base articles as assigned. o Actively participate in knowledge-sharing sessions within the team, enabling all members to stay current with system updates and best practices.

- Project Work: o Experience in contributing to IT projects, ensuring the team's successful delivery of IT initiatives (e.g., hardware/software deployments). Soft Skills and Attributes:

- Problem-Solving/Process Improvement: o Strong analytical and troubleshooting skills with the ability to resolve complex technical issues independently. o Ability to perform root cause analysis and provide proactive recommendations to improve system performance and user experience. o Knowledge of digital experience (DEX) scoring a plus.

- Customer Service: o Demonstrated excellence in providing exceptional customer support and technical assistance in a courteous, prompt and professional manner. o Ability to oversee multiple customer requests and prioritize tasks in a demanding environment, ensuring prompt resolution within SLA (Service Level Agreement) time frames.

- Communication: o Good written and verbal communication skills; ability to effectively document processes, technical solutions, and user interactions. o Proven ability to communicate technical issues to both technical and non-technical stakeholders in a clear and concise manner.

- Collaboration and Leadership: o Ability to work effectively within a remote team environment and independently with minimal supervision. o Participate in team discussions to contribute to a positive support environment. o Experience in collaborating with cross-functional teams, such as IT cybersecurity and network teams, as part of the troubleshooting process.

Skills

Active directory, Troubleshooting, Help desk support, windows 11, Office 365, Powershell

Top Skills Details

Active directory,Troubleshooting,Help desk support,windows 11

Additional

Skills & Qualifications

When asking about if I had two candidates , 1 technical and less customer focused and 1 strong in customer facing w/ moderate technical skills. He said he would lean the customer facing person. (so clearly shows that being customer facing is important to them).

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of West Des Moines, IA.

Pay and Benefits

The pay range for this position is $25.00 - $30.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - 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…