IT EUC Support Analyst

We are seeking an experienced and customer-focused IT EUC Support Analyst to join our IT team in West Des Moines, IA. This role is responsible for providing advanced end-user computing support for both on-site and remote employees by troubleshooting hardware, software, networking, and access-related issues in a fast-paced enterprise environment. The ideal candidate will have strong technical troubleshooting abilities, excellent customer service skills, and experience supporting Windows-based environments, Microsoft 365 technologies, endpoint devices, and enterprise IT operations. Key Responsibilities Provide advanced technical support for end users experiencing software, hardware, connectivity, and application issues. Monitor and manage incident queues, ensuring timely resolution within established SLA timeframes. Handle escalated tickets and incidents from the Service Desk. Diagnose and resolve issues for remote and in-office employees. Support Windows 11 environments, laptops, desktops, peripherals, and mobile devices. Assist with hardware/software deployments, migrations, imaging, and device refresh initiatives. Manage and troubleshoot Active Directory access-related issues. Support Microsoft 365 applications including Teams, Outlook, OneDrive, and SharePoint. Maintain accurate IT asset tracking and documentation. Update and contribute to internal knowledge base articles and process documentation. Collaborate with infrastructure, cybersecurity, and networking teams on troubleshooting and project initiatives. Participate in IT projects and contribute to continuous process improvement efforts. Required Qualifications Education Associate Degree in Computer Science, Information Technology, or related field preferred; equivalent professional IT experience will also be considered. Technical certifications such as Microsoft (MCSA/MCSE), ITIL Foundation, CompTIA A+, Network+, or Security+ are a plus. Experience 3–5 years of experience in advanced technical support or end-user computing support roles. Experience supporting enterprise-level environments and handling service desk escalations. Strong troubleshooting experience within Windows environments. Experience supporting laptops, desktops, peripherals, and mobile devices. Exposure to scripting and automation for common IT tasks is preferred. Experience contributing to IT deployments, migrations, and project initiatives. Technical Skills Operating Systems & Infrastructure Strong expertise with Windows 11 configuration and troubleshooting. Experience with MacOS is a plus. Proficiency with Active Directory user support and access troubleshooting. Familiarity with VMware and Citrix virtualization technologies. Microsoft Technologies Strong working knowledge of Microsoft 365 applications: Outlook Teams OneDrive SharePoint Experience supporting BYOD environments using mobile application management (MAM). Familiarity with Microsoft Authenticator and mobile access support for iOS and Android devices. Understanding of networking fundamentals and troubleshooting wired/wireless connectivity issues. Experience diagnosing and replacing hardware components. Knowledge of imaging tools and deployment processes. Soft Skills Excellent analytical and problem-solving abilities. Strong customer service and communication skills. Ability to manage multiple priorities in a fast-paced support environment. Capable of communicating technical concepts to both technical and non-technical users. Self-motivated with the ability to work independently and collaboratively within a team. Experience performing root cause analysis and identifying process improvement opportunities. Knowledge of Digital Employee Experience (DEX) scoring is a plus. Preferred Qualifications Experience supporting hybrid and remote work environments. Exposure to enterprise ITIL practices and SLA-driven support models. Previous experience working cross-functionally with cybersecurity and networking teams. Why Join Us? Collaborative and supportive IT environment Opportunity to work on enterprise-level technologies and projects Exposure to modern endpoint management and infrastructure tools Career growth and professional development opportunities #J-18808-Ljbffr Paragon IT Professionals