End User Computing Analyst

Major Responsibilities

• Imaging and software installs on end user devices.
• Logs and monitors customer questions, issues, and problems through resolution/completion.
• Provides customer updates and status reports regarding open customer issues as appropriate.
• Maintains Service Level Agreements set forth by the organization.
• Creates knowledge base articles containing job aids for step-by-step instructions on how to use hardware or software, step-by-step installation instructions on how to install and configure hardware or software and how to triage and troubleshoot known hardware and/or software issues.
• Provides configuration, deployment, and operational support of various end user devices and software/systems, including but not limited to, hardware devices, operating systems, workstations, mobile devices and operating systems, printers, scanners, barcode and document scanners, peripherals, and software applications throughout the organization.
• Activates cellular service on mobile devices for various carriers.
• Troubleshoots the installation/upgrading, configuration, troubleshooting and support of various Windows operating systems and compatible software applications.
• Troubleshoots and supports file and print services.
• Performs data and/or application backup and verification as necessary.
• Conducts performance and functional testing on equipment and software and restores any data and/or applications as necessary.
• Adjusts configuration options as required for installation.
• Provides appropriate instructions for users of newly installed devices.
• Creates a data backup/archive for devices scheduled to be decommissioned, removes all software, data files, custom applications, licensed software, etc.
• Verifies final disposition of assets (e.g. lease return, scrap, return to manufacturer for replacement, etc.) and gains approval for replacement or disposal of any failed devices.
• Delivers decommissioned devices to lessor for lease return, scrap, or to manufacturer for replacement.
• Performs administration of OS registry level and active directory, including mobile device management.
• Use of Ivanti Management Console for inventory, reports, and image deployment.
• Identifies and troubleshoots network issues as it relates to end user devices.
• Assists in the troubleshooting of virtual/telemedicine devices/carts and conference room equipment (e.g. projectors, TVs, codecs).

Position Qualifications

• High school diploma or equivalent.
• Preferred Associate’s degree.
• Related certifications such as CompTIA A+, Microsoft Certified Professional (MCP) in end user computing technologies.
• Two (2) years technical customer service experience.
• Demonstrated technical experience with PC hardware and software support environments.
• Solid knowledge base of Microsoft Office suite applications, and basic inter/intranet skills.
• Ability to self-manage and to operate in an organized and efficient manner within a fast-paced environment.
• Excellent interpersonal and customer communication skills, both verbal and written.