EUC Site Analyst - onsite end user support

About the role

We are seeking an End User Computing (EUC) Analyst to oversee onsite Level 1 and Level 2 application and hardware support across multiple corporate offices. In this role, you will act as the senior technical escalation point, drive service delivery excellence, and ensure high-touch, "white-glove" support for our business units.

Responsibilities

• Investigate and resolve complex software and hardware issues for PC and iOS devices.
• Conduct on-site troubleshooting, utilizing effective communication and technical expertise to identify and resolve user problems promptly.
• Escalate critical issues to higher-level support as needed.
• Perform device builds and configurations, ensuring hardware and software meet company specifications and are ready for user deployment.
• Deploy and retire IT hardware, including physical installation, transfer of settings or data, installation and configuration of software, or training and support for PCs, Laptops, Printers, and Peripherals.
• Maintain accurate documentation of all support interactions, including troubleshooting steps, solutions, and resolution details.
• Collaborate with other IT team members and departments to resolve complex issues and ensure seamless technology integration.
• Stay up to date with the latest IT technologies, trends, and best practices through continuous learning and professional development.
• Provide white-glove service, demonstrating professionalism, courtesy, and a positive attitude in all interactions with users.
• Travel to company offices approximately 10-15% of the time to provide on-site support and address technical needs.
• Help manage device enrollment, provisioning, and lifecycle processes for Windows, macOS, iOS, and Android devices.

Schedule

Monday - Friday onsite support (8am - 4pm or 10:00am - 6:00pm).

Requirements

• Bachelor degree in Computer Science or related field, or equivalent work experience.
• Minimum 3+ years of experience in IT support, preferably in a deskside or help desk environment.
• Demonstrated experience troubleshooting and resolving complex software and hardware issues for PCs and iOS devices.
• Strong understanding of Windows operating systems, iOS software, and Office applications.
• Proficiency in multiple operating systems (Windows, Linux, macOS) and knowledge of network protocols.
• Strong scripting and automation skills (e.g., PowerShell, Bash).
• Excellent problem-solving, analytical, and critical thinking skills.
• Proficient in documentation practices and maintaining accurate records.
• Effective communication and interpersonal skills, with the ability to build rapport and collaborate with a diverse range of users.
• Ability to work independently and as part of a team, prioritizing tasks and managing time effectively.
• ITIL and ITSM experience (certification is a plus) with a minimum of 2 years in a large or medium-scale IT shop.
• Applicants must be authorized to work for any employer in the U.S. (We are unable to sponsor or take over work authorization sponsorship now or in the future for this position.)

Preferred Qualifications

• CompTIA A+, CompTIA Network+, CompTIA Security+, or equivalent IT certifications.
• Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms.
• Familiarity with Service Management ticketing systems (Jira Service Management, ServiceNow, etc.).
• Familiar with Office 365 email systems and configurations such as email aliases, shared mailboxes, distribution lists, cloud permissions, and event resources.
• Experience in maintenance, support, configuration, or implementation of business applications such as Intune, SharePoint, PowerBI, and MS Entra ID.

Benefits

• Competitive salary.
• Medical, dental, vision, and life insurances.
• Short and long-term disability.
• Company-match of 100% of a 6% contribution 401(k) plan.
• Employee Assistance Plan.
• Health Savings Account, Flexible Spending Account, Health Reimbursement Account.
• Wellness program.
• Opportunities for professional development and advancement.