End User Engineer

Part of a larger team delivering high quality Computer, Network, Storage and End-User Infrastructure technology solutions, on-going support to the business. Plan, research, evaluate, design, and engineer the enterprise’s technology infrastructure. Provide technical support and troubleshooting, cost estimates, justifications, and recommendations. Produce technical documentation, support and configuration. Manage, plan, and maintain technical platforms including upgrading systems. Monitor system performance, and install and configure hardware. Responsible for collaborating with other Job Families such as Project Managers, Architects, Solution Engineers, Technicians, Business Analysts to deliver consistent, reliable technology solutions that leverage AEP’s technology standards, architectures and best practices., + Provide second-level support for end-user computing services, including desktops, laptops, virtual desktops (VDI), mobile devices, and peripheral equipment.

• Assist with the deployment, configuration, and maintenance of Windows and Mac operating systems, software applications, and endpoint devices.

• Support user account administration activities, including onboarding, offboarding, authentication, and access troubleshooting.

• Monitor work queues and respond to incidents, service requests, and problem tickets following established prioritization guidelines.

• Self-assign and manage workload using the organization’s IT service management platform (e.g., ServiceNow).

• Participate in endpoint management activities using tools such as Microsoft Intune, MECM (Configuration Manager), JAMF, or similar device management platforms.

• Troubleshoot hardware, software, connectivity, printing, and performance-related issues while documenting findings and resolutions.

• Assist with software packaging, testing, deployment, and patch management activities to ensure endpoint compliance and security.

• Follow established cybersecurity, compliance, and operational procedures to protect company assets and data.

• Create and maintain technical documentation, knowledge articles, standard operating procedures, and user guides.

• Collaborate with senior engineers, infrastructure teams, vendors, and business partners to support end-user technology initiatives and continuous improvement efforts.

• Some occasional local travel may be required

• Participate in after-hours on-call rotation per assigned schedules (~4 weeks per year)., The Physical Demand Level for this job is: S - Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

• Windows 10/11 administration and troubleshooting

• Microsoft 365 application support (Outlook, Teams, OneDrive, Office apps)

• Active Directory and Entra ID (Azure AD) fundamentals

• Endpoint management tools (Intune, MECM/ConfigMgr, Workspace ONE, or similar)

• Virtual Desktop Infrastructure (VDI) support (Citrix, Azure Virtual Desktop, VMware Horizon)

• Basic networking knowledge (DNS, DHCP, TCP/IP, VPN, Wi-Fi)

• Hardware diagnostics and repair for laptops, desktops, and peripherals

• Software installation, packaging, deployment, and patch management

• PowerShell scripting fundamentals for automation and troubleshooting

• IT Service Management (ITSM) tools such as ServiceNow

• Endpoint security and vulnerability awareness

• Multi-factor authentication (MFA) and identity management concepts

• Phishing and social engineering awareness

Other Competencies:

• Customer service orientation and user-focused problem solving

• Analytical and troubleshooting abilities

• Strong verbal and written communication skills

• Attention to detail and documentation discipline

• Time management and workload prioritization

• Ability to follow established processes and procedures

• Collaboration and teamwork across technical and business groups

• Adaptability and willingness to learn new technologies

• Critical thinking and root cause analysis

• Professionalism and accountability

• Positive attitude under pressure

• Initiative to identify and implement improvements, + Bachelor’s degree in computer science, engineering, or related technical field is required.

Work Experience requirement listed below:

• 2 years of relevant work experience is required. An equivalent combination of education and experience may be considered.

At AEP, we’re more than just an energy company - we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you’re passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!