End User Technology Engineer

Summary Description:

• The IT End User Technology Engineer is responsible for the deployment, configuration, management, and support of end-user devices and services within the organization. This role focuses on ensuring that employees have reliable and secure access to the technology resources they need to perform their jobs efficiently. The role requires hands-on experience with hardware, software, mobile devices, and collaboration tools, as well as the ability to troubleshoot complex technical issues. The IT End User Technology Engineer serves as a key point of contact for resolving technical challenges and providing a high level of customer service to end-users.

Essential Job Functions:

End-User Device Management:

• Configure, deploy, and support end-user devices such as desktops, laptops, tablets, and mobile devices.
• Manage the lifecycle of devices from procurement through retirement, ensuring compliance with corporate policies.
• Perform regular maintenance tasks such as hardware upgrades, patch management, and software updates.
• Set up new employees' workstations and ensure a smooth onboarding process.

Software Support & Management:

• Install, configure, and maintain various software applications and operating systems (Windows, macOS, Linux, etc.).
• Provide end-user support for productivity tools like Microsoft 365, collaboration platforms, and specialized software.
• Troubleshoot and resolve software-related issues, ensuring compatibility and functionality.

User Support & Troubleshooting:

• Act as a primary point of contact for technical issues via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network-related issues for end-users in a timely manner.
• Maintain high levels of customer service by delivering timely, responsive, and effective solutions to technical issues.
• Provide support for remote workers and users across multiple locations, including VPN and remote access troubleshooting.
• Create and maintain knowledge base articles and technical documentation to assist users in self-service solutions.

Security & Compliance:

• Enforce security policies on end-user devices, including encryption, anti-virus software, and data loss prevention measures.
• Support Multi-Factor Authentication (MFA), Single Sign-On (SSO), and other security protocols.
• Perform regular audits of user access and permissions to ensure security compliance.
• Collaborate with the cybersecurity team to ensure the security of all end-user systems.

Asset Management:

• Maintain inventory of end-user devices and ensure they are tracked within the asset management system.
• Monitor hardware and software performance and proactively address potential issues to minimize downtime.
• Ensure that devices are correctly disposed of or recycled according to corporate and regulatory guidelines.

Continuous Improvement:

• Identify opportunities for improving end-user technology solutions and workflows.
• Recommend and implement process improvements for device management, end-user support, and service delivery.
• Stay up to date with emerging technologies and industry trends to introduce relevant tools and solutions to the organization.

Cross-Functional Collaboration:

• Work closely with other IT teams, including infrastructure, network, and security teams, to ensure seamless service delivery.
• Collaborate with HR for onboarding and offboarding processes, ensuring that user devices and access are properly configured and decommissioned.
• Assist with IT projects and contribute to broader IT initiatives as needed.

Required Skills:

• Familiarity with endpoint management tools (e.g., SCCM, Intune, JAMF).
• Familiarity and understanding of Active Directory, Windows GPO, WINS, DNS, DHCP, and TCP/IP and commands.
• Solid troubleshooting skills for hardware, software, and networking issues.
• Excellent customer service and communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Knowledge of ITIL framework and service management best practices.
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Basic scripting knowledge (e.g., PowerShell, Bash) to automate tasks.

Education and Experience:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 3+ years of experience in IT end-user support, desktop support, or related role.
• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent.
• Strong knowledge of Windows, macOS, and Linux operating systems.
• Hands-on experience with Active Directory, Group Policy, and user account management.
• Experience with Microsoft 365 administration, including Outlook, Teams, SharePoint, and OneDrive.
• Experience with mobile device management (MDM) solutions.