EUC Support II, DePere office

EUC Support Technician

Job Summary

The EUC Support Technician provides comprehensive end-user computing support to employees across the organization, ensuring a reliable, secure, and productive technology experience. This role is responsible for installing, configuring, maintaining, and troubleshooting desktops, laptops, mobile devices, peripherals, software, collaboration tools, and other workplace technologies in office, remote, and hybrid environments.

The technician serves as a primary point of contact for technical support requests and works to resolve incidents and service requests efficiently while delivering a high level of customer service. The role supports both Windows and Apple environments and may provide enhanced or priority support to executives, senior leaders, and other high-impact users when needed.

This individual collaborates with Network, Telecommunications, Security, Infrastructure, Server, and Application teams to resolve technical issues and implement secure, reliable, and user-focused technology solutions. Success in this role requires strong technical troubleshooting skills, effective communication, sound judgment, adaptability, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Job Roles And Responsibilities

• Provide timely and professional technical support to employees across the organization, including onsite, remote, and hybrid users.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, connectivity, and peripheral issues.
• Install, configure, deploy, maintain, and support desktops, laptops, mobile devices, monitors, docking stations, printers, headsets, cameras, and other end-user technology.
• Support Windows and Apple operating systems, Microsoft 365 applications, Outlook, Microsoft Teams, browsers, VPN connectivity, RSA tokens, remote access tools, Wi-Fi, cellular broadband, and mobile devices.
• Provision, deploy, replace, and decommission end-user devices in accordance with corporate standards and security requirements.
• Perform imaging, software installation, patching, device configuration, encryption validation, and endpoint compliance activities.
• Support employee onboarding, offboarding, equipment refreshes, office moves, and technology deployment projects.
• Troubleshoot and support conference rooms, video conferencing platforms, collaboration technologies, presentations, meetings, and special events.
• Provide enhanced or priority support to executives, senior leadership, and other high-impact users when required.
• Respond to incidents and service requests through the IT service management platform, ensuring tickets are accurately documented, categorized, updated, and resolved within established service-level expectations.
• Escalate complex issues to the appropriate technical teams and coordinate resolution while maintaining clear communication with the affected user.
• Use remote support, endpoint management, monitoring, and digital employee experience tools to identify, diagnose, and resolve technology issues.
• Maintain accurate hardware and software inventory records, asset assignments, warranty information, and equipment lifecycle documentation.
• Create and maintain technical documentation, knowledge base articles, troubleshooting guides, and standard operating procedures.
• Identify recurring issues and recommend process improvements, automation opportunities, and proactive solutions that improve the end-user experience.
• Collaborate with Network, Telecommunications, Security, Infrastructure, Server, Application, and Service Desk teams to implement and maintain secure and reliable technology solutions.
• Maintain professionalism, confidentiality, and sound judgment when handling sensitive company, employee, and business information.
• Participate in after-hours support, scheduled maintenance, office deployments, and on-call rotations when required.
• Communicate effectively with users, technical teams, vendors, and stakeholders throughout the lifecycle of incidents, requests, and projects.
• Ensure compliance with HIPAA regulations, corporate security standards, technology policies, and company procedures.
• Demonstrate the Company's Core Competencies and values.
• Due to potential exposure to PHI and other sensitive data, this position is designated as a High-Risk and Privileged Role.
• The responsibilities outlined above are not intended to be all-inclusive. Other duties, responsibilities, and qualifications may be required or assigned as necessary.

Job Requirements

Education, Experience, and Training

• High school diploma required; Associate's/Bachelor's preferred
• Microsoft, Apple, CompTIA, ITIL certifications preferred
• 3-5 years corporate IT support experience
• Support employees, managers, executives, and VIP users
• Strong Windows, macOS, laptop, mobile, and peripheral support
• Troubleshoot M365, Outlook, Teams, VPN, Wi-Fi, printers, and authentication
• Experience with imaging, deployment, patching, encryption, and lifecycle management
• Support onboarding, offboarding, refreshes, moves, and replacements
• Manage conference rooms, Teams, Zoom, and collaboration technologies
• Skilled in endpoint management, troubleshooting, customer service, and multitasking; flexible for onsite, after-hours, and on-call support

Compensation

The hourly pay range for this position is $28.85-31.25 per hour . Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity. This role may be eligible for some benefits after 90 days. Details to be provided.

#LI-PS1