EUC Support II, DePere office

EUC Support Technician

JOB SUMMARY

The EUC Support Technician provides comprehensive end-user computing support to employees across the organization, ensuring a reliable, secure, and productive technology experience. This role is responsible for installing, configuring, maintaining, and troubleshooting desktops, laptops, mobile devices, peripherals, software, collaboration tools, and other workplace technologies in office, remote, and hybrid environments.

The technician serves as a primary point of contact for technical support requests and works to resolve incidents and service requests efficiently while delivering a high level of customer service. The role supports both Windows and Apple environments and may provide enhanced or priority support to executives, senior leaders, and other high-impact users when needed.

This individual collaborates with Network, Telecommunications, Security, Infrastructure, Server, and Application teams to resolve technical issues and implement secure, reliable, and user-focused technology solutions. Success in this role requires strong technical troubleshooting skills, effective communication, sound judgment, adaptability, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

JOB ROLES AND RESPONSIBILITIES

1. Provide timely and professional technical support to employees across the organization, including onsite, remote, and hybrid users.
2. Diagnose, troubleshoot, and resolve hardware, software, operating system, connectivity, and peripheral issues.
3. Install, configure, deploy, maintain, and support desktops, laptops, mobile devices, monitors, docking stations, printers, headsets, cameras, and other end-user technology.
4. Support Windows and Apple operating systems, Microsoft 365 applications, Outlook, Microsoft Teams, browsers, VPN connectivity, RSA tokens, remote access tools, Wi-Fi, cellular broadband, and mobile devices.
5. Provision, deploy, replace, and decommission end-user devices in accordance with corporate standards and security requirements.
6. Perform imaging, software installation, patching, device configuration, encryption validation, and endpoint compliance activities.
7. Support employee onboarding, offboarding, equipment refreshes, office moves, and technology deployment projects.
8. Troubleshoot and support conference rooms, video conferencing platforms, collaboration technologies, presentations, meetings, and special events.
9. Provide enhanced or priority support to executives, senior leadership, and other high-impact users when required.
10. Respond to incidents and service requests through the IT service management platform, ensuring tickets are accurately documented, categorized, updated, and resolved within established service-level expectations.
11. Escalate complex issues to the appropriate technical teams and coordinate resolution while maintaining clear communication with the affected user.
12. Use remote support, endpoint management, monitoring, and digital employee experience tools to identify, diagnose, and resolve technology issues.
13. Maintain accurate hardware and software inventory records, asset assignments, warranty information, and equipment lifecycle documentation.
14. Create and maintain technical documentation, knowledge base articles, troubleshooting guides, and standard operating procedures.
15. Identify recurring issues and recommend process improvements, automation opportunities, and proactive solutions that improve the end-user experience.
16. Collaborate with Network, Telecommunications, Security, Infrastructure, Server, Application, and Service Desk teams to implement and maintain secure and reliable technology solutions.
17. Maintain professionalism, confidentiality, and sound judgment when handling sensitive company, employee, and business information.
18. Participate in after-hours support, scheduled maintenance, office deployments, and on-call rotations when required.
19. Communicate effectively with users, technical teams, vendors, and stakeholders throughout the lifecycle of incidents, requests, and projects.
20. Ensure compliance with HIPAA regulations, corporate security standards, technology policies, and company procedures.
21. Demonstrate the Company's Core Competencies and values.
22. Due to potential exposure to PHI and other sensitive data, this position is designated as a High-Risk and Privileged Role.
23. The responsibilities outlined above are not intended to be all-inclusive. Other duties, responsibilities, and qualifications may be required or assigned as necessary.

JOB SCOPE

This role requires a self-directed and customer-focused technical professional who can exercise sound judgment, prioritize competing requests, and resolve end-user technology issues efficiently.

Work is varied and may include daily technical support, device deployments, onboarding activities, conference room support, asset management, office projects, and urgent incident response. The incumbent will interact with employees and stakeholders at all levels of the organization and must be able to communicate technical information clearly and professionally.

The EUC Support Technician is expected to balance responsiveness, technical quality, security, and customer service while supporting a dynamic and fast-paced business environment.

JOB REQUIREMENTS

Education, Experience, and Training

• High school diploma or equivalent is required. An associate or bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Microsoft, Apple, CompTIA, ITIL, or other relevant technical certifications are preferred.
• Minimum of 3 to 5 years of experience providing desktop support, end-user computing support, field services, service desk support, or technical support in a corporate environment.
• Experience supporting users at all organizational levels, including employees, managers, executives, and other priority users.
• Strong hands-on experience supporting Windows and Apple environments, including desktops, laptops, mobile devices, operating systems, peripherals, and conferencing technologies.
• Experience troubleshooting Microsoft 365 applications, Outlook, Microsoft Teams, browsers, VPN, remote access, Wi-Fi, printers, mobile devices, and authentication technologies.
• Experience with device imaging, deployment, software installation, patching, endpoint configuration, encryption, and workstation lifecycle management.
• Experience supporting employee onboarding, offboarding, equipment refreshes, office moves, and device replacement activities.
• Experience supporting conference room technology, video conferencing platforms, meetings, presentations, and collaboration tools such as Microsoft Teams and Zoom.
• Experience with enterprise support and endpoint management technologies such as Altiris, Tanium, Nexthink DEX, ServiceNow, VMware, Microsoft Intune, Microsoft Configuration Manager, and Microsoft 365.
• Familiarity with virtual desktop infrastructure, endpoint security tools, workstation encryption, identity and access management, and enterprise collaboration platforms.
• Strong technical troubleshooting, analytical, and problem-solving skills.
• Strong interpersonal, verbal, written, and listening skills, with the ability to explain technical information clearly to users with varying levels of technical knowledge.
• Strong customer service skills, professionalism, patience, adaptability, and attention to detail.
• Ability to organize and prioritize multiple incidents, requests, projects, and competing business needs.
• Ability to work independently and collaboratively while delivering high-quality results with limited supervision.
• Ability to remain calm and solutions-oriented during urgent, high-impact, or high-pressure situations.
• Ability to lift and transport equipment weighing up to 50 pounds.
• Ability to work onsite and support flexible, after-hours, weekend, or on-call schedules when required.
• Professional business attire may be required when working onsite at company headquarters, executive offices, or customer-facing locations.
• Proactive, dependable, responsive, and committed to delivering a positive end-user technology experience.

COMPENSATION

The hourly pay range for this position is $28.85-31.25 per hour. Specific offers take into account a candidate's education, experience and skills, as well as the candidate's work location and internal equity. This role may be eligible for some benefits after 90 days. Details to be provided.

BENEFITS

We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities.

Your benefits will include:

• Medical, dental and vision coverage with low deductible & copay
• Life insurance
• Short and long-term disability
• Paid Parental Leave
• 401(k) + match
• Employee Stock Purchase Plan
• Generous Paid Time Off - accrued based on years of service
  • WA Candidates: the accrual rate is 4.61 hours every other week for the first two years of tenure before increasing with additional years of service
• 10 paid company holidays
• Tuition reimbursement
• Flexible Spending Account
• Employee Assistance Program
• Sick time benefits - for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits.

EEO STATEMENT

Claritev is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. If you would like more information on your EEO rights under the law, please click here.

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