End User Computing Engineer I, Support Operations

Position Summary:

The End User Computing Engineer I position will be responsible for managing the computer desktop environment and responding directly to End User issues or requests. This position will focus on End User support with some project responsibilities. 

*This role requires onsite work in our Pittsburgh office Monday - Friday,  8:30 AM to 5 PM

Essential Functions:

• Second point of contact and backup to Level I Help Desk Support for technology
• Responds to help tickets in a timely manner
• Resolves any End User problems or escalate to the appropriate team member
• Balances responsibilities between support and assigned project work within set deadlines
• Configures new hardware and/or deploys new software as needed
• Satisfies the End Users as well as identifying any trends, to prevent future occurrences and prioritizing user requests
• Communicates issues to management and be able to communicate with impacted individuals or groups
• Works on special projects, and function as project team lead when necessary. Able to take charge of project execution including allocation of tasks.
• Develops and maintains installation, configuration and operational procedures
• Works with PC management software to set policies and report on system configurations
• Documents system modifications and new projects
• Adheres to defined change control procedures and is able to work in a fully audited financial services environment using accepted best practices
• Performs other duties, projects and tasks as assigned

Education and Experience:

• Associate's Degree  in an IT-related major required; two (2) years of equivalent and related experience accepted in lieu of required education; advanced degree preferred

• Two (2) years of prior IT-based work experience required

Summary of Qualifications:

• Solid understanding of Windows-based computer applications and operating systems.
• Knowledge and utilization of the Service Now ticketing system.
• Intune admin experience and deployment skills.
• Familiar with Microsoft 365 installation and support.
• Skilled in a variety of computer hardware and software applications
• Able to troubleshoot technical system issues and devise a resolution
• Strong balance of technical and communication skills. 
• A working knowledge of desktop software and troubleshooting 
• Microsoft software experience and the ability to learn different business related applications quickly.
• Understanding of computing concepts such as networking, security, different application architectures with a concentration on the client side. 
• Innovative problem solver with creative approaches when dealing with a customer
• Focus upon quality and efficiency
• Ability to learn SW and HW configurations quickly while following or creating consistent procedures.
• Experience working in a PCI compliant business environment is a plus.   
• An understanding of Virtual Desktops and IGEL thin clients is also a plus. 
• Strong communication skills geared towards customer service
• A solid understanding of Microsoft Operating systems and software
• Ability to learn new software configurations for deployment of client software
• Ability to employ best practices to ensure that all systems meet all applicable regulatory compliance and internal security guidelines.
• PowerShell scripting experience is helpful
• Ability to prioritize multiple tasks and to meet appropriate deadlines.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions.
• Willingness and ability to accept additional responsibilities.
• A detail oriented individual who can define new processes while leverage existing
• Ability to work under pressure; flexibility and willingness to work at a rapid pace
• Ability to compose and analyze simple reports and correspondence

Work Environment/Physical Demands:

• This is an In office position in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time
• Some stress may occur
• Travel is not generally required
• This position reports typically reports to a supervisor or manager and supervises no one

• May require some lifting of up to 50 pounds to rack/maintain IT or security equipment

General Disclosure:

The above statements reflect the general information considered necessary to describe the principal functions of the job and should not be considered as a detailed description of all work requirements that may be inherent to the position. In addition, the incumbent may be called upon to personally handle projects or assignments not usually related to the position's day-to-day activities. Understand and comply with laws and regulations that are applicable to my job function. Understand and comply with company policies and procedures that are applicable to my job function.

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. Our benefits offerings include medical, dental, vision, life insurance, 401(k) plan with company match, paid vacation time, sick time, as well as other benefits and programs to meet the needs of our employees. Further details will be shared during the interview or offer process, as appropriate and applicable.
 

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant's personal credit history, drug testing, and employment/personal references.