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.