End User Computing Technician- L2

Hayward Holdings Inc. (NYSE "HAYW") is one of the leading manufacturers of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions at our company owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island, Georgia, as well as Canada, Spain, France, Australia, and China. 

The End User Computing Technician Level 2 is an intermediate-level support position on the End User Computing Services team responsible for supporting desktop and end-user computing functions across a site or region.  The End User Computing Technician Level 2 is responsible for providing timely support and contributing to a positive end-user experience while ensuring that users adhere to standards and are compliant from a security, policy, approved software/device use, and license compliance perspective.  Coordinates and delivers End User Support based on the incoming flow of service desk tickets and priorities set forth by the management of the End User Computing Services team. This role supports C-suite and high-level executives. 

• Provide in-person or remote desktop/end-user support services for Hayward employees, manufacturing computer systems, and warehouse operations systems.

• Performs installation of hardware and software as needed by the end users or as directed by the End User Computing leadership team.

• Provides support to and trains users in the use of Hayward IT solutions and services.

• Monitors and maintains system availability and stability.

• Prepares and maintains documentation for end-user training as well as network documentation used by the End User Computing team.

• Windows Server administration

• Network service administration

• Subject matter expert and center of excellence assignment and primary responsibility for key End User Computing technologies and processes.

• Provides support to and trains users in local area network usage, device and peripheral usage including endpoints, mobile devices, manufacturing floor systems, warehouse operations systems, scanners, telephony, and AV solutions.

• Responds to maintenance/service incidents and requests submitted by the end-user community.

• Acts as smart hands to support Infrastructure Services activities in Networking, Servers and Storage.

• Participates as a resource on projects as tasks are assigned.

• Working knowledge of endpoint devices (PC’S, Macs, Mobile Devices - IOS & Android), Active Directory, Microsoft Windows Desktop operating systems and Server editions

• Troubleshooting of PC’S, mechanical logic and network infrastructure.

• Outstanding customer service.

• Must achieve A+ Certification within 12 months of accepting the position.

• Must achieve ITIL Foundation Certification within 18 months of accepting the position.

• Must achieve Azure Fundamentals certification within 18 months of accepting the position.

• Knowledge of conference room audio visual technology as well as Microsoft Teams Meeting and Microsoft Teams Live Event setup and execution.

•  Ability to adapt, adjust and respond to evolving and quick-changing circumstances. 

Education and Experience:

• Associate degree required.

• Bachelor’s Degree preferred.

Physical Requirements:

• Must be able to lift 25 lbs.

• Must be able to navigate stairs while carrying equipment up to 25 lbs.

• Normal job requirements include standing for long periods.

Work Environment:

• Office, Manufacturing Floor and Warehouse environments. Some facilities have upstairs offices within a manufacturing facility.