Information Technology – End-User Computing Analyst

Information Technology – End-User Computing Analyst

SUMMARY

The End-User Computing (EUC) Analyst is responsible for the support of IA standard hardware and software. This includes but is not limited to workstation/laptop hardware and MS Windows operating systems, Microsoft 365, and the overall workstation computing experience. Responsible for first response for service desk tickets that are submitted, ensuring that they get routed properly and that all issues are addressed by the proper personnel. Performs training-related duties as needed. Assists the EUC team in maintaining inventory of hardware and software. Works collaboratively with IA staff to support technology needs across all IA studios.

JOB DUTIES

• Maintenance and administration of desktop hardware and software.
• Serves as an initial point of contact for IT requests. Responsible for the initial response and support via the service desk system.
• Routes or escalates service desk requests to other IT personnel/teams when appropriate and provides initial documentation gathered.
• Manages user accounts and controls access to data/software resources as needed.
• Support of MDM for mobile devices. Assist end-users as necessary with proper use and security of mobile devices.
• Assists with technology aspects of employee onboarding and exit processes and procedures.
• Creates and maintains system documentation in a central location for all areas of responsibility. Updates documents as needed based on changes in the computing environment.
• Develops and maintains central knowledgebase for commonly encountered issues. Includes internal for the IT team and external for the general user environment.
• Manages software licensing for various applications or SaaS platforms, such as Zoom, M365, Sketchup, etc.

EDUCATION AND WORK EXPERIENCE

Education           

High school degree required. Bachelor’s degree in Computer Science or related field a plus.

Work Experience

• Ability to troubleshoot basic network connectivity, software applications, and resolve computer issues.
• A customer service-oriented mindset, along with effective written, verbal, and interpersonal communication skills.
• Ability to explain policies and procedures to non-IT personnel and establish effective working relationships.
• Ability to organize work, prioritize tasks, and meet deadlines.
• Ability to think innovatively and apply thoughts to fundamental concepts.

KNOWLEDGE, SKILLS AND ABILITIES

Communication

• Effective technical documentation skills.
• Excellent verbal and written communication skills.
• Ability to explain policies and procedures and establish effective working relationships required.
• Ability to work with customers to analyze problems and issues and make recommendations for solutions.
• Ability to assist staff in adapting to changes brought on by new technology and help them see the value and benefits of new technology.