End-User Computing Support Analyst

The End-User Computing Support Analyst is responsible for delivering assistance to employees facing issues with software and hardware. This includes monitoring the incident management queue to manage and resolve customer issues within established service level timeframes, which is essential to maintaining the company's operational efficiency and end-user satisfaction.

Key responsibilities include addressing escalated customer requests and incidents from the Service Desk, and providing prompt, exceptional service for both on-site and remote employees. This involves diagnosing the issue, providing resolutions per established procedures, and ensuring end users can resume their job responsibilities. The End-User Computing Support Analyst is also responsible for accurate tracking of company PC assets, updating knowledgebase information, and contributing to IT projects., Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. Related Jobs Cardiovascular Disease Specialist - Des Moines, IA Merck & Co., Inc Des Moines, IAOn-Site Sales Planning Marketing Management Innovation Cardiology Compassion Disabilities Primary Care Communication Data Analysis Team Oriented Biotechnology Sales Metrics Sales Strategy Pharmaceuticals Self-Motivation Time Management Sales Reporting Medical Devices Market Analysis Sales Management Telephone Skills Business Planning Product Knowledge Sales Forecasting Account Management Advanced Analytics Contingent Workforce Relationship Management Client Needs Assessment Sales Pipeline Management Integrated Delivery Systems Customer Service Management Ethical Standards And Conduct Customer Relationship Management +0 Senior Cost Analyst (Des Moines) Turner Construction Co. West Des Moines, IAHybrid Writing Finance Aviation Operations Leadership Management Accounting Renovation Forecasting Cost Control Construction Data Analysis Consolidation Budget Analysis Microsoft Office Higher Education Business Planning Computer Literacy Construction Management Commercial Construction Object-Relational Mapping Interpersonal Communications +0 Entry Level Technicians TEKsystems Altoona, IA*On-Site Operations Fiber Optics Communication Business Valuation Category 5 Cabling Structured Cabling Punching (Cabling) Full Stack Development Wire And Cable Pulling Artificial Intelligence Business Transformation Critical Illness Insurance

Apple IOS Operations Leadership Management Communication Service Level Microsoft 365 Cyber Security Prioritization Virtualization Authentications Problem Solving Microsoft Teams Customer Service Active Directory Customer Support Technical Issues Operating Systems Microsoft Outlook Help Desk Support Device Management Peripheral Devices Business Valuation Root Cause Analysis Process Improvement Incident Management Knowledge Management Microsoft SharePoint Technical Assistance Software Installation Full Stack Development Operational Efficiency Service-Level Agreement Artificial Intelligence Business Transformation Corporate Data Management Critical Illness Insurance Verbal Communication Skills, o Expertise with Windows 11 operating system, including configuration and troubleshooting. MacOS experience is a plus.

o Proficient in Active Directory for diagnosing employee application access issues.

• Software:

o Proficient skills in the Microsoft 365 suite (Teams, OneDrive, Outlook, SharePoint).

o Strong understanding of software installation, configuration and troubleshooting.

o Knowledge of virtualization technologies such as VMware and Citrix.

• Endpoint and Device Management:

o Experience in supporting employees in a bring-your-own-device environment using mobile application management (MAM) - Microsoft Authenticator, Outlook, OneDrive, etc. - to access corporate data on personal iOS/Android devices.

• Networking:

o Demonstrated knowledge of networking concepts and troubleshooting to support in-office and remote employees with wired and wireless connectivity issues.

• Hardware:

o Proficient in diagnosing, repairing and replacing hardware components (laptops, desktops, peripherals).

o Understanding of imaging tools to perform hardware upgrades and device refreshes.

• Knowledge Management and Documentation:

o Review and update knowledge base articles as assigned.

o Actively participate in knowledge-sharing sessions within the team, enabling all members to stay current with system updates and best practices.

• Project Work:

o Experience in contributing to IT projects, ensuring the team's successful delivery of IT initiatives (e.g., hardware/software deployments).

Soft Skills and Attributes:

• Problem-Solving/Process Improvement:

o Strong analytical and troubleshooting skills with the ability to resolve complex technical issues independently.

o Ability to perform root cause analysis and provide proactive recommendations to improve system performance and user experience.

o Knowledge of digital experience (DEX) scoring a plus.

• Customer Service:

o Demonstrated excellence in providing exceptional customer support and technical assistance in a courteous, prompt and professional manner.

o Ability to oversee multiple customer requests and prioritize tasks in a demanding environment, ensuring prompt resolution within SLA (Service Level Agreement) timeframes.

• Communication:

o Good written and verbal communication skills; ability to effectively document processes, technical solutions, and user interactions.

o Proven ability to communicate technical issues to both technical and non-technical stakeholders in a clear and concise manner.

• Collaboration and Leadership:

o Ability to work effectively within a remote team environment and independently with minimal supervision.

o Participate in team discussions to contribute to a positive support environment.

o Experience in collaborating with cross-functional teams, such as IT cybersecurity and network teams, as part of the troubleshooting process.

Skills

Active directory, Troubleshooting, Help desk support, windows 11, Office 365, Powershell

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company., We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.