EUC/Desktop Engineer

EUC/Desktop Engineer

Technical Analyst Attributes

1. 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.

2. 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.

3. 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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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. div>

  6. 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.

7. 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.

8. Adaptability:

• Flexibility to adapt to evolving technologies, processes, site requirements, and work environments.
• Commitment to continuous learning and staying informed on relevant industry trends.

9. Team Collaboration:

• Ability to collaborate effectively with other IT professionals and cross-functional teams.
• Demonstrated contribution to a positive, cooperative, and professional work environment.

10. Documentation:

• Ability to thoroughly document IT processes, configurations, and issue resolutions.
• Ability to maintain an organized and up-to-date knowledge base.

11. 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.

12. 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

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