EUC Site Lead
Core SpecialtyAbout the role
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We are seeking an End User Computing (EUC) Lead 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:
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 client offices approximately 25-30% 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, Active Directory Users and Computers.
Familiarity with Service Management ticketing systems (Jira Service Management, ServiceNow, etc).
Familiar with Office 365 email systems and configurations such as email aliases, shared mailboxes, distribution lists, cloud permissions, and event resources
Experience:
Minimum 5+ years of experience in IT support, preferably in a deskside or help desk environment.
CompTIA A+, CompTIA Network+, CompTIA Security +, or equivalent IT certifications.
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.
Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms.
Strong scripting and automation skills (e.g., PowerShell, Bash).
Excellent problem-solving, analytical, and critical thinking skills.
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