IT End User Tech (EUT) Engineer

Brief Description

JOB SUMMARY:

Designs, maintains, and provides support for the desktop computing environment, delivers technical and software support to all end users (office and plant-based), and ensures proper computer operation so that end users can accomplish business tasks. Works in and understands the ACR server, storage, and networking environments.

WHAT YOU’LL NEED TO BE SUCCESSFUL:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical Skills

• MSFT Office365 – E5
• Exchange Admin experience / Mail / OneDrive / SharePoint / Teams
• Exchange 2016
• MSFT Office Products suite support
• Microsoft Active Directory and Group Policy Objects
• VOIP Platform Support & Integrations (8x8 UCaas & Microsoft Teams Calling Platform experience preferred)
• Laptop & Desktop Deployment
• Ability to create and image Laptop / Desktops
• PC refreshes
• Hardware replacements
• Provide support & implement software application installations
• Laptop imaging using SCCM.
• Microsoft SCCM
• Microsoft Intune
• Experience w/ remote desktop platforms (i.e. TeamViewer / RDP / VDI)
• Incident Management – Responding, tracking, resolving, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Cloud experience
• PC Encryption
• Mobile Device support
• Experience/exposure with Cisco AnyConnect VPN Platform
• Asset Management experience.
  
  

Soft Skills

• Individual with a strong customer service background and a positive outlook on problem-solving tend to excel in the position of a Desktop Support Specialist.
• Professional written and interpersonal skills are essential when communicating with customers (internal & external).
• Complete detailed reports listing requests for technical assistance & the steps taken to resolve them.
• Assist management in creating training materials pertaining to computer troubleshooting and usage.
• Extensive experience working with different operating systems including Windows & Mac OS.
• Ability to prioritize and manage several milestones and projects efficiently.
• Extensive experience configuring PCs and laptops, problem ticket resolutions and track problems using company ticketing system.
• The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication.
• Excellent time management skills to maintain high levels of customer service in a high-paced, heavy workload environment.
  
  

EDUCATION And/or EXPERIENCE

• Associates Degree, Technical Training, or equivalent hands-on experience in providing end user technical support
• Prior service desk experience
• A or MCP (Microsoft Certified Professional) certifications preferred but not required
• A high-level knowledge of computer hardware, operating systems and desktop applications, printers, Scan guns, remote access and remote-control software and data cabling
• High-level understanding of customer service software, local area networks (wired and wireless) file, print and email servers, video conferencing and voice systems
  
  

HOW YOU’LL MAKE THE IMPACT:

Physical Device Support and Installations:

• Perform installations, configurations, and upgrades of hardware devices including desktops, laptops, printers, and other peripherals.
• Troubleshoot and resolve hardware issues, coordinating repairs and replacements as needed.
• Conduct regular maintenance and ensure optimal functioning of all physical devices.
  
  

Microsoft Asset Management:

• Manage and maintain the asset inventory for all IT equipment using Microsoft Management tools as well as Intune.
• Track and document asset lifecycle from procurement to disposal.
• Ensure compliance with company policies and standards regarding asset management.
  
  

Support Ticket Management:

• Utilize support ticket tools to manage, prioritize, and resolve incidents and service requests.
• Escalate issues to appropriate teams or vendors when necessary, ensuring timely resolution.
• Document all support activities and resolutions in the ticketing system.
  
  

M365 Administration:

• Provide advanced support for Microsoft 365 (M365) applications and services.
• Manage user accounts, licenses, and security settings in the M365 environment.
• Troubleshoot and resolve issues related to Email, OneDrive, SharePoint, Teams, and the M365 Office Suite.
  
  

Collaboration and Communication:

• Work closely with other IT team members to ensure seamless integration of systems and services.
• Communicate effectively with end-users, providing clear and concise instructions and updates.
• Develop and maintain technical documentation and user guides.
• Participate and contribute to team discussions reviewing open issues, project status updates, process improvements and toolset analysis.
• Build and maintain positive relationships with vendors and service partners.
• Manage vendor/partner contracts and service level agreements. (SLAs)
• Oversee vendor/partner performance and ensure timely resolution of requests.
  
  

Customer Support:

• Provide professional, patient, and courteous customer support, ensuring a positive experience for end-users.
• Show genuine empathy towards user issues, demonstrating a commitment to developing effective solutions and fostering strong relationships with internal teams.
• Utilize extensive troubleshooting experience to diagnose and resolve technical issues promptly, leveraging expertise in both hardware and software problem-solving techniques.
• Create and maintain clear, accessible documentation and knowledge base articles.
• Handle high-pressure situations with composure and efficiency, ensuring timely resolution of critical incidents while coordinating with other IT teams and stakeholders.
  
  

Continuous Improvement:

• Stay up to date with the latest industry trends and advancements in technology.
• Identify opportunities for improving support processes and tools.
• Participate in training and development programs to enhance technical skills and knowledge.
• Complete annual personal development online courses through company sponsored educational tools.
• In addition to your core support duties, you will also have the opportunity to participate in various projects throughout the year. Such as: Deploying new technologies and rolling them out to end-users or Assisting with the development and implementation of new IT policies and procedures.