Location: Grand Rapids,MI, USA
Job Summary:
The End User Computing (EUC) Specialist is responsible for delivering effective technical support and ensuring seamless operation across all user-end devices within the organization. This role focuses on providing advanced troubleshooting, managing IT hardware/software assets, and enhancing the end-user experience. The specialist will work collaboratively with cross-functional IT teams to ensure high levels of performance, availability, and security for end-user technology solutions.
Key Responsibilities:
* Device Management: Install, configure, and maintain desktops, laptops, mobile devices, and peripherals for users across the organization.
* Troubleshooting & Support: Provide Tier 2/3 technical support for issues related to hardware, software, and user access, ensuring prompt resolution or escalation when necessary.
* End-User Experience: Focus on improving the overall end-user experience by addressing performance issues, access problems, and ensuring optimal system configurations.
* Security & Compliance: Implement and enforce IT security policies on end-user devices, including patch management and software updates, to maintain compliance with industry standards.
* Collaboration: Work closely with Service Desk, Network & Telephony, Infrastructure, and other IT teams to ensure coordinated and efficient support.
* Asset Management: Manage IT inventory, including hardware lifecycle and software license tracking, ensuring accurate documentation.
* Project Support: Participate in the implementation of new technologies and systems, assisting with user adoption and providing feedback for improvements.
* Remote Work Support: Provide enhanced IT support for remote resources, ensuring access and performance optimization for distributed teams.
Skills & Qualifications:
* Technical Skills:
* Proficient in managing Windows, MacOS, and mobile platforms (iOS, Android).
* Strong knowledge of Active Directory, M365, VPN technologies, and basic networking
* Experience with troubleshooting bio-medical devices is preferred (OCT, FA, HFA, B-scan)
* Familiarity with remote desktop solutions and ITSM tools such as ServiceNow.
* Soft Skills:
* Excellent problem-solving and analytical skills.
* Strong customer service orientation with a focus on a customer-first mindset.
* Effective communication skills to collaborate with cross-functional teams and end users.
* Experience & Education:
* Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
* 3+ years of experience in end-user support or a related field.
* ITIL certification or familiarity with ITIL best practices is a plus.
Key Performance Indicators (KPIs):
* Customer Satisfaction: Measure end-user satisfaction with IT support and services.
* Resolution Times: Track average time to resolve incidents and service requests.
* Compliance: Ensure adherence to security policies and IT asset management processes.
* Collaboration: Effectively work with other IT teams to minimize downtime and disruptions.
If you need assistance with this application, please contact (636) ###-####. Please do not contact the office directly - only resumes submitted through this website will be considered.
EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.