EUC/Desktop Engineer

EUC/Desktop Engineer

Technical Analyst Attributes

• Self-Management and Independence:
• Responsibility: Technical Analysts serve as the primary IT support resource for their designated sites and must be able to make timely, well-informed decisions based on business priorities.
• Initiative: Technical Analysts are expected to proactively understand site support requirements and become familiar with unique or site-specific processes.
• Documentation: Technical Analysts must take ownership of updating and maintaining knowledge documentation to ensure information remains accurate, current, and accessible.
• Expertise: Technical Analysts may be required to develop subject matter expertise in processes that are specific or unique to their assigned sites.
• Leadership and Ownership:
• Direction: Site teams rely on the Technical Analyst as a primary point of guidance for IT-related issues and questions.
• Responsiveness: Technical Analysts must provide timely and effective direction, training, and guidance related to technology processes, concerns, and solutions.
• Standards: Technical Analysts are expected to follow best practices and company or client standards when supporting site personnel with IT matters.
• Continuous Learning and Collaboration:
• Proactivity: Recognizing that formal knowledge documents may not cover every scenario, Technical Analysts should actively create, update, and share supplemental documentation as needed.
• Knowledge Gap Resolution: Technical Analysts play an important role in identifying documentation gaps and helping ensure comprehensive support coverage.
• Adaptability: Technical Analysts should remain open to continuous learning, particularly when implementing new processes or adopting emerging technologies.

Key Requirements

• Education:
• Bachelor’s degree and three years of related experience in technology support functions.
• Preferred field of study: Computer Science, Information Systems, or related discipline.
• Transportation:
• Possession of a valid driver’s license is required due to limited public transportation options in the local area.
• Ability to commute to the site outside of standard day-shift hours when business needs require on-site support.
• Provide coverage for severity tickets that require the Technical Analyst to be on site within a defined timeframe.
• Support approved change requests that require Technical Analyst involvement.
• Maintain flexibility to work off-hours when tasks must be completed during site downtime.
• Technical Proficiency:
• Proficiency and experience in troubleshooting and resolving site-level technical issues, including IT-related incidents and maintenance tasks.
• Strong working knowledge of hardware, software, and networking concepts.
• Skilled in diagnosing hardware failures and performing component-level repairs or replacements, including adapters, graphics cards, and other critical computer components, to maintain functionality and minimize operational disruptions.
• Proficient in supporting diverse operating systems, including Windows and macOS, with the ability to adapt quickly to new environments and technologies.
• Sound understanding of Active Directory principles and practices, including user account management, permissions configuration, and group policy administration to support secure and efficient network operations.
• Experience using remote desktop support tools to provide timely assistance, resolve technical issues for users in distributed environments, minimize downtime, and support productivity.
• Ability to image and prepare equipment for Call Center new-hire classes supporting the North Carolina and South Carolina areas.
• Network Management:
• Understanding of the TCP/IP suite, including protocols such as TCP and DHCP.
• Ability to identify common TCP/IP and DHCP errors and interpret them for effective problem resolution.
• Ability to track static TCP/IP addresses for designated equipment.
• Understanding of the role DNS plays in translating domain names to IP addresses.
• Familiarity with common networking devices, including routers, switches, hubs, modems, and wireless access points.
• Strong attention to detail when patching cables into network switches to ensure connections align with the correct switch ports and patch panel ports.
• Familiarity with cable testing tools, such as cable testers and continuity testers, to verify cable continuity, pinout accuracy, and signal integrity after termination.
• Ability to diagnose and troubleshoot common wired and wireless network connectivity issues.
• Experience using command-line networking troubleshooting tools such as ipconfig, ping, tracert, and nslookup.
• Basic knowledge of VPN technologies and the ability to troubleshoot VPN connectivity issues.
• Sound understanding of Virtual Local Area Network (VLAN) segmentation principles and Payment Card Industry Data Security Standard (PCI DSS) compliance requirements to support effective network segmentation, security, and regulatory alignment.
• Security Awareness:
• Knowledge of basic security principles to help protect systems and data from security threats.
• Ability to apply security best practices to safeguard systems and data.
• Communication Skills:
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Ability to explain complex technical information clearly and in a manner appropriate for the audience.
• Ability to create documentation and instructions tailored to the intended audience.
• Customer Service:
• Strong customer service skills, including the ability to communicate effectively with end users, understand their concerns, and provide clear, user-friendly solutions.
• Effective time management skills to prioritize and manage multiple support requests simultaneously.
• Adaptability:
• Flexibility to adapt to evolving technologies, processes, site requirements, and work environments.
• Commitment to continuous learning and staying informed on relevant industry trends.
• Team Collaboration:
• Ability to collaborate effectively with other IT professionals and cross-functional teams.
• Demonstrated contribution to a positive, cooperative, and professional work environment.
• Documentation:
• Ability to thoroughly document IT processes, configurations, and issue resolutions.
• Ability to maintain an organized and up-to-date knowledge base.
• Project Management:
• Experience managing IT projects, including planning, execution, monitoring, and evaluation.
• Ability to manage project timelines and ensure tasks are completed within defined deadlines.
• Compliance and Regulations:
• Awareness of relevant IT regulations, compliance standards, and control requirements.
• Consistent adherence to company policies, procedures, and applicable standards.

Salary Range- $60,000-$65,000 a year