Associate, EUC

Responsibilities:

• Explains complex troubleshooting steps and resolutions to teammates as required.
• Shows a thorough understanding of how to use tools and applications in identifying and solving technical issues and trouble tickets.
• Act as the escalation point for junior-level engineers.
• Maintain/install end user software and hardware: Troubleshoot/resolve issues in a timely manner on Laptops/Desktops/Thin clients/peripheral devices/MS Windows OS/MS Office/ Local and web-based applications.
• Software Administration: Active Directory Users and Computers and Security Group, Citrix and VMWare Horizon, and Microsoft Endpoint Manager.
• Ticket Queue: Monitor and respond to electronic tickets and phone calls from internal and external clients for both trouble and task-oriented issues, and provide clearly written documentation regarding the problem, task, and resolution.
• Other IT Related Support: Routers and switches, AV equipment, Printers, Security Systems and Proximity key card systems/Cable management. Maintain a clean and orderly IT storage area.
• Administrative tasks: Attend meetings both locally, and via teleconference. Meet with local vendors and technicians. Maintain asset tracking software with up-to-date data.
• Documentation: Create and collaborate on documentation pertaining to projects, tasks and other business needs.

Additional Responsibilities/Details:

• Ability to work independently and in a team environment; perform follow through on tasks.
• Ability to maintain software and hardware inventory.
• Ability to multi-task and prioritize/re-prioritize work.
• Ability to keep abreast of the latest developments in hardware and software technologies.
• Strong sense of self-motivation, analytical skills, organization and attention to detail.
• Excellent troubleshooting, problem-solving, and customer service skills.
• Ability to interact with clients in a professional manner over the phone, in person, and in writing.
• Ability to work under pressure, in a fast-paced work environment and support on-site and remote end-users.
• Microsoft Office proficiency.
• Coordinating and maintaining comprehensive physical asset management of technology equipment.
• Collaborating with HR and Purchasing partners to streamline Desktop Management policies and procedure.
• Supporting a remote user base in a multi-location, global environment.
• Driving consistent improvements to raise the quality and efficiency of desktop management service provided to all employees.
• Ensuring internal groups are fully coordinated through hardware and software deployment life cycles.
• Providing technical/personal mentorship and guidance to team members on a regular basis.

Proven ability to work on multiple projects concurrently with ease, maintaining organizational standards across each project

Qualifications:

• Bachelor s degree required or equivalent experience.

Minimum Experience Requirements:

• 3-5 years of progressively responsible experience as an EUC Engineer or related role.

Skillset Required:

• Intermediate or above knowledge of:
• Azure AD
• Azure VD
• Citrix
• Horizon
• Scripting and or programming experience (Powershell, C#, Python, etc)
• General IT Troubleshooting

Other Requirements:

• Advanced knowledge of Windows Server (2008-2019), Windows 7/8/10 and Mac OS.
• Experience with workstation management system and desktop imaging.
• Knowledge of Office 365, Exchange, and Microsoft Endpoint Manager (Intune).
• MCSE certification or equivalent work experience preferred.
• ITIL V3 certification preferred.
• Experience with MDM solutions preferred.
• Experience in a VDI setting preferred.