End User Computing Technician

Position Summary

The End User Computing Technician serves as the frontline IT support resource responsible for delivering efficient, professional, and timely technical assistance to team members and guests. The role provides hardware, software, network, and device support, troubleshoots technical issues, manages escalations, and ensures seamless operation of end-user computing services. The position works with minimal supervision and plays a key role in maintaining customer satisfaction through excellent IT service delivery.

Key Responsibilities

• Provide first-level technical support for hardware, software, network, email, and peripheral-related issues.
  
• Troubleshoot and resolve Windows, Mac OS, Outlook, mobile device (Android/iOS), and connectivity problems.
  
• Install, configure, and maintain software applications and end-user devices.
  
• Log, monitor, diagnose, and escalate IT incidents and service requests as necessary.
  
• Handle user call escalations and ensure timely issue resolution.
  
• Communicate regularly with users regarding updates and progress of reported concerns.
  
• Coordinate system updates, device deployments, and maintenance activities.
  
• Perform basic user administration tasks, including adding, deleting, and modifying user accounts.
  
• Support corporate applications and perform systems administration activities as assigned.
  
• Produce reports on incidents, escalations, resolution times, and recurring issues.
  
• Build and maintain positive working relationships with internal stakeholders.
  
• Adhere to company policies, security standards, and safety procedures.
  
• Attend department meetings, training sessions, and perform other duties assigned by management.
  

Qualifications

• Bachelor's Degree or Associate Degree in Computer Science, Information Technology, or related field.
  
• 0 to 2 years of experience in IT support, hardware troubleshooting, networking, and peripheral support.
  
• Knowledge of Android and iOS devices.
  
• Knowledge of Mac OS and Windows 10 setup and troubleshooting.
  
• Familiarity with Microsoft Office/Office 365 applications.
  
• Experience with SCCM software deployment is an advantage.
  
• Knowledge of IT Service Management (ITSM) ticketing tools is a plus.
  
• ITIL Certification or training is preferred.
  

Key Competencies

• Strong customer service orientation.
  
• Excellent problem-solving and troubleshooting skills.
  
• Ability to work independently with minimal supervision.
  
• Effective communication and interpersonal skills.
  
• Professionalism when supporting users, including senior leadership.
  
• Passion for technology and continuous learning.