End User Computing Specialist - Grand Rapids, MI

Company: Eye Care Partners
Location: Grand Rapids
Posted on: November 6, 2024

Job Description:

Job Summary: The End User Computing (EUC) Specialist is responsible for delivering effective technical support and ensuring seamless operation across all user-end devices within the organization. This role focuses on providing advanced troubleshooting, managing IT hardware/software assets, and enhancing the end-user experience. The specialist will work collaboratively with cross-functional IT teams to ensure high levels of performance, availability, and security for end-user technology solutions. Key Responsibilities: Device Management: Install, configure, and maintain desktops, laptops, mobile devices, and peripherals for users across the organization. Troubleshooting & Support: Provide Tier 2/3 technical support for issues related to hardware, software, and user access, ensuring prompt resolution or escalation when necessary. End-User Experience: Focus on improving the overall end-user experience by addressing performance issues, access problems, and ensuring optimal system configurations. Security & Compliance: Implement and enforce IT security policies on end-user devices, including patch management and software updates, to maintain compliance with industry standards. Collaboration: Work closely with Service Desk, Network & Telephony, Infrastructure, and other IT teams to ensure coordinated and efficient support. Asset Management: Manage IT inventory, including hardware lifecycle and software license tracking, ensuring accurate documentation. Project Support: Participate in the implementation of new technologies and systems, assisting with user adoption and providing feedback for improvements. Remote Work Support: Provide enhanced IT support for remote resources, ensuring access and performance optimization for distributed teams. Skills & Qualifications: Technical Skills: Proficient in managing Windows, MacOS, and mobile platforms (iOS, Android). Strong knowledge of Active Directory, M365, VPN technologies, and basic networking Experience with troubleshooting bio-medical devices is preferred (OCT, FA, HFA, B-scan) Familiarity with remote desktop solutions and ITSM tools such as ServiceNow. Soft Skills: Excellent problem-solving and analytical skills. Strong customer service orientation with a focus on a "customer-first" mindset. Effective communication skills to collaborate with cross-functional teams and end users. Experience & Education: Bachelor's degree in Information Technology, Computer Science, or equivalent experience. 3+ years of experience in end-user support or a related field. ITIL certification or familiarity with ITIL best practices is a plus. Key Performance Indicators (KPIs): Customer Satisfaction: Measure end-user satisfaction with IT support and services. Resolution Times: Track average time to resolve incidents and service requests. Compliance: Ensure adherence to security policies and IT asset management processes. Collaboration: Effectively work with other IT teams to minimize downtime and disruptions. If you need assistance with this application, please contact [phone removed]. Please do not contact the office directly - only resumes submitted through this website will be considered. EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Employment Type: Full Time

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