EUC Manager

Title: EUC Manager

Location: Bethesda, MD (Onsite)

Full-time

Description

• Bachelor's degree / Diploma in engineering, computer science or related field, or equivalent experience.
• Excellent organizational, collaborative work skills, communication skills and interpersonal skills, presentation and time-management skills.
• Ability to communicate with different level of customers (individual contributors, managers, directors, etc.)
• Self-driven. Self-starter
• Ability to create technical documentation
• Ability to diagnose problems, troubleshoot, test, repair, and service technical equipment.
• Familiarity with computer, network, and mobile tools and applications
• Face-to-face customer service experience
• Ability to work flexible shifts and to adapt to changing work schedules
• Ability to be on-call when required
• Proven IT Support and Field Service experience (3+ YoE)
• ITIL v3 knowledge, particularly: Incident Management, Service Request, Problem Management, Change Management, Knowledge Management
• ITSM ticketing tool knowledge. Service Now is a plus
• Project Management knowledge
• Must have a car to be able and willing to travel as required between the assigned locations. Valid driver's license and government issued are required
• Must be able to show proof of Covid-19 vaccination
• Service Now and POS Experience

TECHNICAL EVALUATION

• Mean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end users.
• Collaborate with 3rd level support major issues.
• Assist in user/hardware movement and relocations.
• Software/hardware troubleshooting
• Customer satisfaction
• Perform quality work on all service requests/incidents.
• Install, upgrade, support and troubleshoot Windows 10/7, printers, computer hardware and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops and any other authorized peripheral equipment
• Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support
• Provide Level 2 on-site support for field technology through ticket escalation. (POS, Desktop, Label Printers, Office Printers, Kiosks, Tablets, Cabling, and smart hands for Network Equipment).
• Site standardization: Ensure all equipment (IT) is standard or in a plan to be standard (Site certification)
• Documentation: Site documentation, SOPs, Knowledge Articles, Create and/or update Standard Operating Procedures (SOP) and Knowledge Articles (KA)
• Emergency response to Incidents impacting assigned Remote Location Operations.
• IMAC Services. Perform install, move, add, and Change for all Supported Equipment at assigned locations
• Regular wellness checks to assigned locations (To be defined and documented)
• Coordinate problem escalation and follow-up with vendors as needed.
• Projects (Secondary role) Based on submission of workload expected and agreed that it can be accommodated (P1, P2 Incidents to remain a priority)
• Coordinator for IT Projects at assigned locations
• Single Point of Contact (SPOC) in all matters of Technology at assigned locations
• Own all open tickets for assigned locations

Professional Experience (Technical Skills)

• Strong Knowledge Windows Front-End Environment (Windows 10, Win7,Win8)
• Strong Software and Hardware Troubleshooting Knowledge
• Strong Knowledge on Backup Software
• Strong Knowledge Office Package (Outlook, Excel)