Job Description:

Role Purpose:- The Senior IT EUC Support (End User Computing) Professional is responsible for ongoing support, health, and optimal operations of the various end user IT needs and requirements with specific focus on THE LINE project Sites while keeping aligned to THE LINE support strategy to accelerate the adoption and advancement of the EUC support model at THE LINE various projects.   As an End User Support Professional, you will be responsible for providing technical assistance and support to end users, ensuring their efficient and effective use of technology resources. Your role will involve resolving hardware and software issues, assisting with system configurations, and delivering exceptional customer service.

Key Responsibilities:-

• Support the end user support project work across THE LINE project sites.

• Provides IT support for laptops, desktops, printers, peripherals, telephone systems, and cellular devices.

• Manage the daily moves, adds, changes, deletions, incident management, root cause analysis, and serve as escalation point.

• Diagnose and resolve technical problems, either independently or by escalating to the appropriate support teams, ensuring minimal disruption to end user productivity.

• Drive transformational initiatives to assist with modernization of the workstation infrastructure to meet the expectations and demands of a modern workforce.

• Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience.

• Log all incidents and service requests accurately and promptly in the ticketing system, ensuring proper categorization, prioritization, and resolution within established service level agreements (SLAs).

• Create and maintain SOPs, policies, SLAs, end-user training, technical and end user knowledgebase.

• Participate with various stakeholders in maximizing the operational effectiveness of the workstation support environment, and in driving service improvements.

• Provide user training and support for technology tools and applications, both one-on-one and in group settings, to enhance end user skills and promote self-sufficiency.

• Performs a broad range of complex systems and application support activities for executives.

• Deliver exceptional customer service by actively listening to end user concerns, providing clear and concise instructions, and following up to ensure problem resolution and user satisfaction.

• Administration & Support of Business Systems

• Ensure effective utilization of service provider resources to deliver maximum value to the business.

• Adhere to IT policies, procedures, and security guidelines to ensure the confidentiality, integrity, and availability of information assets.

Knowledge and Skills:-

• Must have strong IT troubleshooting and problem-solving skills.

• Must have demonstrated ability to manage multiple processes, priorities and demands to successfully meet customer SLAs.

• Demonstrable experience with software hosting in the public cloud.

• Good knowledge of ITIL and IT operational processes

• Good understanding of IT operational monitoring and automation systems

• Good knowledge of Active Directory (Design, Security and Administration)

• Well-developed interpersonal skills to successfully motivate staff and work in a dynamic geographically dispersed team environment with IT and business resources at all levels of the organization.

• Excellent communication skills, interpersonal, customer service and influencing skills

• Strong operational skills and experience with end user support and various incident and problem-solving approaches.

• Excellent analytical skills; demonstrated ability to analyze and solve problems effectively

• Strong attention to detail with exceptional organization skills

Qualifications ​& Experience:-

• University degree in Information Technology or related field.

• 5-7 years of experience in the IT Industry with an end user support role.

• ITIL Foundation v3/4 required.

• ITIL Managers certificate preferred.

• CompTIA A+ Certification.

• MCSA: Windows 10

Minimum Clearance Required to Start:

Not Applicable/None

Parsons is an equal opportunity employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran.