What are the responsibilities and job description for the End User Support Engineer I position at hibu?
Are you passionate about technology and love helping people solve problems? As an End User Computing Support Engineer I, you’ll be on the front lines of our technology experience, ensuring employees across the organization have the tools, systems, and support they need to do their best work every day. This role is ideal for someone who enjoys troubleshooting issues, answering questions, and guiding users on software and hardware. You’ll collaborate with teammates across IT and the broader business to support employees working both in the office and remotely, all while delivering excellent customer service in a fast-paced environment.
What You’ll Do
- Provide high-quality end-user technical support to employees across all locations
- Support desktop and laptop operating systems, including Windows PCs and Apple Macs
- Troubleshoot and support standard and customized software applications
- Provide support for cloud-based tools and services, including Microsoft 365
- Partner with third-party service providers to ensure consistent, end-to-end support
- Meet or exceed established service-level agreements (SLAs) for issue resolution
- Complete new hire onboarding and employee offboarding requests within defined SLAs
- Build, configure, and deploy laptops for new and replacement devices
- Work with other licensing teams to ensure software is properly licensed and accurately tracked
- Collaborate with other EUC and IT teams to support major incidents and escalations
- Follow established IT policies, procedures, and documentation standards
- Create and maintain technical documentation and knowledge base articles
- Communicate clearly and effectively with both technical and non-technical stakeholders
- Train and support employees on proper system usage in accordance with security and compliance policies
Key Skills & Competencies
- Experience providing end-user or technical support in a large, enterprise-level environment
- Strong working knowledge of Windows and macOS operating systems, standard desktop applications, and cloud-based tools
- Experience supporting collaboration technologies, including email and video conferencing platforms
- Familiarity with Active Directory, including basic Group Policy management
- Experience with endpoint management and software deployment tools such as SCCM and/or Intune
- Working knowledge of mobile device support (iOS) and endpoint security tools, including antivirus solutions
- Basic understanding of networking concepts, including troubleshooting DNS and DHCP issues
- Familiarity with office telephone systems
- Strong attention to detail with a commitment to delivering accurate, first-time resolutions
- Ability to work effectively in a fast-paced, technology-driven environment
- Excellent verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences
Education & Experience
- Associate’s degree in Information Technology, Computer Science, or a related field, OR equivalent hands-on experience in an IT support role
- 1–2 years of experience supporting end users as part of an IT or help desk team
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Working with us means joining a team of truly extraordinary people working to improve communities across the country. Joining our team means not only working in a fun environment with smart people, but also being able to take advantage of our competitive compensation, ongoing training, incentives, and generous benefits package.
Learn more about the Hibu culture here: Culture at Hibu
NOTE: Hibu is an Equal Opportunity Employer, and consistent with applicable law, provides reasonable accommodations for qualified individuals with disabilities and disabled veterans in completing our job application process. If you need reasonable accommodation and/or are having difficulty completing our online application process due to a disability you may use the following email address applicationaccomodation@hibu.com : Please include your name and contact information and the title of the position you are interested in. Note: this is not for general employment inquires or correspondence. Hibu will only respond to requests related to those who need assistance with the online application process due to a disability