EUC Site Analyst - onsite end user support

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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. 

Key Accountabilities/Deliverables:


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


* 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. 


* Responsible for deploying and retiring IT hardware.

This may involve 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. 

Technical Knowledge and Understanding:


* Experience in maintenance, support, configuration, or implementation of business applications such as Intune, SharePoint, PowerBI, MS Entra ID and Computers. 


* Familiarity with Service Management ticketing systems (Jira Service Management, and Service Now., etc...)


* Familiar with Office 365 email systems and configurations such as email aliases, shared mailboxes, distribution lists, cloud permissions, and event resources.

Requirements:

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


* 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 etc.) and knowledge of network protocols. 


* Strong scripting and automation skills (e.g., PowerSh...