End User Engineering Analyst

Position: End User Engineering Analyst (EUE Analyst)

Employment Type: Independent Contractor

Employment Set Up: 100% Remote

Shift Schedule: 4PM-1AM Chicago Time (CST) / 5AM - 2PM Manila Time (Tuesday to Saturday-Philippines) / (Sunday to Thursday - Philippines)

About the Position

We are pursuing IT Help Desk (Analyst, End User Engineering) professionals who are looking to build and elevate their IT career. This role provides the opportunity to get hands-on experience with the latest cutting-edge technologies.

Responsibilities:

• Provides world-class customer service by acting as a customer advocate with a focus on setting a positive and supportive tone with end users.
• Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance.
• Accepts support requests via multiple contact methods (phone, ticket (email/portal), chat, etc.).
• Provides Level 1 and 2 support for incidents (problems/issues) or service requests related to hardware, software, mobile devices, and network connectivity.
• Updates ticket notes and customer communications in a timely, accurate fashion.
• Troubleshoots and resolves incidents and/or escalates as required with support vendors and RKON senior support engineers.
• Fulfills IT-related requests per defined processes, including computer deployment/staging activities.
• Performs incident triage and resolution, including updating related fields such as priority, category, and other tracking/reporting data.
• Facilitates workflows and queue management of tickets/service requests to meet or exceed defined service level expectations and other performance indicators.
• References, follows, and provides feedback on documented knowledge articles to provide consistent solutions.
• Works within Microsoft 365 and on-prem Active Directory – access management, mailbox management, computer/device management.
• Provides support for Microsoft Office applications across operating systems and web/desktop versions, including basic “how to” questions.
• Supports mobile device configuration, mobile device management (MDM), provisioning, and support.
• Performs access management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Completes assigned administrative/client projects (i.e., testing and other project-related tasks).
• Other duties as assigned.

Preferred Technical and Professional Expertise

• One to two years in a Help Desk/IT Support related role.
• Microsoft account and mailbox administrative tasks.
• Familiarity with enterprise systems (server, backup, Active Directory) and network switches/firewalls.
• ITIL knowledge or other IT certifications.

Educational Requirements

• Secondary/high school diploma