End User Computing Support Analyst

The End User Computing Support Analyst, under general supervision, provides solutions to internal customers’ needs by providing appropriate computer workstation, mobile device and cell phone solutions, including hardware and software installation, service, incident troubleshooting and support.

• Delivers Level II IT support in accordance with IT service level objectives and agreements for end user computing environments

• Resolves basic and intermediate complexity Level II end user computing equipment and application problems

• Responds to and resolves incidents regarding hardware and software issues on computer workstations and mobile devices in corporate offices, plants and store locations

• Collaborates with Systems Administrators and IT Field Services maintenance technicians on the maintenance of existing supported environments and the development of new releases

• Images and distributes new and existing computer systems and mobile devices

• Performs installation, moves, changes or upgrades, and disposal of computer hardware and/or software products as needed, and corrects software configuration issues

• Diagnoses and repairs printer malfunctions

• Diagnoses and repairs mobile devices and cell phone malfunctions or coordinates replacement/repair as necessary

• Receives, updates, and tracks incident tickets to resolution

• Works with Senior End User Computing Support Analysts and Technical Architect – End User Computing Support to resolve more complex Level II end user computing equipment problems

• Works with End User Trainer to identify training needs based on review of incident reports and feedback from associates

• Prepares and updates support documentation for end user computing environments

• Maintains knowledge of standard hardware and software for end user computing environments

• Four-year degree or equivalent experience in Computer Science or related field

• Two years relevant experience performing end user support

• An equivalent combination of education, experience and/or training may be considered

• Formal experience and/or training in personal computer hardware and software support with emphasis on Windows 7 and Windows 10 Operating Systems and Microsoft Office products
• Formal experience and/or training in mobile device hardware and software with emphasis on Android, Windows phone and iOS platforms
• Demonstrated intermediate to advanced software application knowledge to include Microsoft Office and McAfee Anti-Virus

• Working knowledge of thin clients and virtual desktops

• Working knowledge of cloud computing solutions

• Familiarity with intermediate to advanced networking terminology and concepts

• Familiarity with enterprise deployment and systems management tools such as Microsoft Systems Center

• Previous troubleshooting experience and decision-making abilities