EUC/Desktop Engineer

About the Role

As a Technical Analyst, you will serve as the primary IT support resource for designated sites, making timely, well-informed decisions based on business priorities. This role requires proactive understanding of site support requirements, including unique or site-specific processes, and maintaining accurate, up-to-date documentation. You will develop subject matter expertise in processes specific to your assigned sites and act as a primary point of guidance for IT-related issues.

Responsibilities

• Provide timely and effective IT support, direction, training, and guidance to site personnel.
• Follow best practices and company or client standards when supporting IT matters.
• Troubleshoot and resolve site-level technical issues, including IT-related incidents and maintenance tasks.
• Diagnose hardware failures and perform component-level repairs or replacements (e.g., adapters, graphics cards).
• Support diverse operating systems, including Windows and macOS.
• Manage Active Directory tasks, including user account management, permissions configuration, and group policy administration.
• Use remote desktop support tools to assist users in distributed environments.
• Image and prepare equipment for Call Center new-hire classes in North Carolina and South Carolina.
• Troubleshoot TCP/IP, DHCP, DNS, and network connectivity issues using tools like ipconfig, ping, tracert, and nslookup.
• Manage static TCP/IP addresses and ensure proper cable patching into network switches.
• Diagnose and resolve wired and wireless network connectivity issues.
• Troubleshoot VPN connectivity and understand VLAN segmentation and PCI DSS compliance requirements.
• Apply security best practices to protect systems and data from threats.
• Create, update, and share documentation to address knowledge gaps and ensure comprehensive support coverage.
• Collaborate with other IT professionals and cross-functional teams to maintain a positive work environment.
• Manage IT projects, including planning, execution, monitoring, and evaluation, ensuring tasks are completed within deadlines.
• Adhere to company policies, procedures, and relevant IT regulations or compliance standards.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related discipline (or equivalent experience).
• Three years of experience in technology support functions.
• Valid driver’s license and ability to commute to the site outside of standard day-shift hours for on-site support.
• Proficiency in troubleshooting hardware, software, and networking issues.
• Strong working knowledge of networking concepts, including TCP/IP, DHCP, DNS, and VPN technologies.
• Experience with Active Directory, remote desktop support tools, and imaging equipment.
• Familiarity with network devices (routers, switches, hubs, modems, wireless access points) and cable testing tools.
• Basic knowledge of VLAN segmentation and PCI DSS compliance.
• Strong attention to detail and ability to document IT processes, configurations, and issue resolutions.

Skills

• Effective communication with technical and non-technical stakeholders.
• Strong customer service and time management skills.
• Adaptability to evolving technologies, processes, and work environments.
• Commitment to continuous learning and staying informed on industry trends.
• Project management experience, including planning, execution, and monitoring.

Pay

$60,000 - $65,000 a year