End User Support Specialist

Position Overview

Technical Engineer

5 month contract with possible extension

We are seeking an experienced End User Computing (EUC) Engineer to provide advanced technical support and engineering services for enterprise hardware, software, and end-user environments. This role will serve as a third-level escalation resource for complex technical issues, support enterprise-wide projects, and help identify and implement solutions that improve system performance, security, and operational efficiency.

The ideal candidate has a strong background in Windows operating systems, desktop engineering, imaging, scripting, enterprise security, and troubleshooting, along with the ability to work independently and support users at all organizational levels.

Key Responsibilities

• Provide advanced engineering support for enterprise hardware, software, and end-user computing environments.
• Serve as a third-level escalation resource for complex issues originating from the service desk and assist other engineering team members with escalations.
• Test, troubleshoot, and evaluate computer hardware, software, and peripherals for ongoing support needs and project initiatives.
• Identify, investigate, and resolve issues impacting end-user computing.
• Recommend hardware and software upgrades to improve performance, functionality, and efficiency.
• Analyze organizational computing needs in support of projects and technology lifecycle initiatives.
• Manage enterprise desktop and server antivirus consoles and support desktop security practices.
• Analyze and document business processes, identify areas for improvement, and develop solutions to enhance operational efficiency.
• Utilize scripting and scripting languages to automate processes and develop technical solutions.
• Manage operating system imaging and develop scripts to support automated deployment solutions.
• Create technical documentation and provide training and guidance to service desk personnel.
• Support enterprise command, control, and inventory management systems.
• Provide technical support for enterprise printing, networking, wireless, and mobile device environments.
• Coordinate project activities and ensure appropriate documentation throughout all project phases.
• Manage workflows driven by both project initiatives and service tickets.
• Communicate regularly with business partners and end users, providing support to employees at all levels, including senior executives.
• Build and maintain strong working relationships with internal business partners and customers.

Required Qualifications & Experience

• Bachelor's or Associate's degree in a technology-related field, or equivalent professional experience.
• Minimum of 5 years of progressively advanced technical experience.
• In-depth knowledge of Windows operating systems, including Windows 7, 8, and 10.
• In-depth knowledge of Microsoft Office applications across multiple versions.
• Experience with operating system imaging, scripting, and automated deployment solutions.
• Experience managing enterprise desktop and server antivirus environments.
• Working knowledge of enterprise command, control, and inventory management systems.
• Intermediate understanding of networking, wireless technologies, and mobile devices, including Android, Apple, Windows CE, and tablets.
• Experience supporting enterprise printing environments and desktop security practices.
• Professional certifications such as CompTIA A+, CISSP, MCSA, or BSCE are preferred.

Professional Competencies

• Ability to work independently with minimal supervision.
• Strong verbal and written communication skills, both in person and over the phone.
• Excellent troubleshooting, analytical, and problem-solving abilities.
• Strong customer service and relationship-building skills.
• Ability to take initiative and manage multiple priorities simultaneously.
• Strong organizational and documentation skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Comfortable interacting with employees and stakeholders at all organizational levels.