IT EUC Support Analyst

Job Description

Job Description

We are looking for an IT EUC Support Analyst to provide hands-on technical support for employees across a dynamic insurance environment in West Des Moines, Iowa. This Long-term Contract position focuses on resolving hardware, software, access, and connectivity issues for both onsite and remote users while helping maintain a dependable end-user computing experience. The ideal candidate brings strong troubleshooting ability, a customer-focused mindset, and experience working within enterprise support operations. You will also contribute to documentation, asset oversight, and technical initiatives that improve service delivery.

Responsibilities:
• Manage and prioritize escalated incidents and service requests, ensuring issues are resolved within established service expectations.
• Deliver technical assistance to onsite and remote employees by diagnosing problems with desktops, laptops, peripherals, applications, and access tools.
• Investigate and resolve Windows-based hardware and software issues so users can quickly return to productivity.
• Support account access and application issues through Active Directory and related administrative tools.
• Maintain accurate records for company devices and related assets to support inventory control and lifecycle tracking.
• Create, revise, and enhance knowledge base content to improve support consistency and team efficiency.
• Participate in endpoint-related projects such as device deployments, refresh activities, software rollouts, and other technical initiatives.
• Assist employees using personal mobile devices for business access by supporting managed applications on iOS and Android platforms.
• Troubleshoot wired and wireless connectivity issues affecting office-based and remote staff.
• Use scripting or automation methods where appropriate to streamline recurring support tasks.• 5+ years of experience in end-user computing, desktop support, or advanced technical support roles within an enterprise setting.
• Strong expertise supporting Microsoft Windows environments, including configuration, troubleshooting, and device support; Windows 11 experience is highly preferred.
• Hands-on experience with service desk escalations, incident queue management, and timely ticket resolution.
• Proficiency with Active Directory for user support, access troubleshooting, and account-related issue resolution.
• Working knowledge of Microsoft 365 applications, including Teams, OneDrive, Outlook, and SharePoint.
• Ability to diagnose and repair laptops, desktops, and peripheral devices, including support for imaging and device refresh activities.
• Familiarity with networking fundamentals and the ability to resolve common wired, wireless, and remote connectivity issues.
• Exposure to virtualization tools such as VMware or Citrix, along with MacOS or mobile device support, is a plus.