About the Role
The End User Computing Analyst provides technical support for the company faculty, staff, and departments by diagnosing, resolving, and preventing hardware, software, and end-user computing issues. The role ensures reliable operation of desktops, laptops, peripherals, and related systems, while maintaining high service standards and contributing to continuous improvement of end-user support services.
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Responsibilities
- Investigate, diagnose, and resolve hardware, software, and peripheral issues across supported devices to ensure minimal disruption to users.
- Install, configure, and maintain personal computers, operating systems, and related equipment, ensuring compliance with the company standards and procedures.
- Provide integrated hardware/software troubleshooting, including resolving system conflicts, failures, and configuration issues.
- Deliver technical assistance to faculty, staff, and departmental support teams, ensuring timely and professional resolution of service requests.
- Maintain and track IT assets, including acquisition, distribution, movement, and disposal, ensuring accurate configuration and license records.
- Identify and address unauthorized or unlicensed software installations to maintain compliance.
- Conduct hardware and software installations or removals, perform testing, correct malfunctions, and document results according to established procedures.
- Maintain accurate records of user requests, incidents, resolutions, and change requests within the service management system.
- Contribute to the development and improvement of installation procedures, support standards, and documentation.
- Provide individual or group training sessions to faculty and staff on end-user technologies and best practices.
- Lead small-scale technical projects or sub-projects (typically under six months), including planning, risk assessment, stakeholder communication, and closure activities.
- Develop and implement approved changes following established change control processes.
- Escalate risks, issues, and unresolved incidents to management as required.
- Mentor junior technicians and support staff, providing guidance and knowledge sharing.
- Coordinate with the Help Desk and other support teams to ensure consistent handling and timely escalation of end-user requests and incidents.
- Provide on-site support for network and communication equipment issues affecting end-user devices, escalating complex infrastructure faults to the appropriate specialist teams.
- Maintain and report on service metrics, including work order status, resolution times, and utilization of support resources, to inform continuous service improvement.
- Perform other applicable tasks and duties assigned within the scope of the employee’s skills and capabilities.
Qualifications
- Essential
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- Preferable
- Certifications or training in Windows and macOS support tools and technologies.
- ACSA or equivalent professional certification.
- Additional certifications in device management, deployment, or IT service management.
- Basic knowledge of Linux operating systems.
Required Skills
- Minimum 6 years of experience providing end-user support in a professional IT environment, including:
- Hands-on experience with Windows and macOS remote support tools.
- Experience with device deployment solutions for Windows and macOS.
- Experience working with directory services such as Active Directory or Open Directory.
- Experience leading small technical projects or mentoring junior staff.
- Experience in higher education or large enterprise environments.
