End User Engineer

American Electric Power Co.; Columbus (OH); On-site; USD 75,000 - 93,000; Full time

Job summary

American Electric Power in Columbus, OH is seeking an IT Infrastructure Support professional to deliver second-level technical support for Windows and Mac endpoints, manage VDI environments, and assist with deployments and patching. You will work with ServiceNow, Intune, MECM, and other device-management tools, documenting issues and solutions to sustain reliable user technology services.

Qualifications include a bachelor’s degree in a related field and 2+ years of experience.

Qualifications

• Supports Windows and Mac endpoints and services.
• Experience with endpoint management and device configuration.
• Familiarity with ITIL/ITSM processes and incident handling.
• Ability to document procedures and create user guides.

Responsibilities

• Provide second-level support for end-user computing services.
• Assist with deployment, configuration, and maintenance of OS and apps.
• Manage user accounts: onboarding, offboarding, authentication.
• Respond to incidents and service requests per priorities.
• Work with IT service mgmt platform (ServiceNow).
• Participate in endpoint management using Intune and MECM, etc.
• Troubleshoot hardware/software and document findings.
• Follow cybersecurity and compliance procedures.
• Follow cybersecurity, compliance, and operational procedures.
• Create and maintain technical documentation and user guides.
• Collaborate with senior engineers, infrastructure teams, vendors, and partners.
• Occasional local travel; after-hours on-call (~4 weeks/year).

Skills

Windows 10/11 admin

Microsoft 365 support

Active Directory/Entra ID

Endpoint management tools

VDI support (Citrix/AVD/VMware)

Networking basics

Hardware diagnostics

Software deployment/patching

PowerShell scripting

ITSM tools (ServiceNow)

Endpoint security awareness

MFA/ Identity concepts

Phishing awareness

Customer service orientation

Communication skills

Documentation discipline

Collaboration across teams

Learning new technologies

Education

Bachelor's degree in CS/Engineering or related field

2 years of relevant work experience

Tools

Intune

MECM/ConfigMgr

Workspace ONE

Citrix

Azure Virtual Desktop

VMware Horizon

ServiceNow

Job description

Job Summary

Part of a larger team delivering high quality Computer, Network, Storage and End-User Infrastructure technology solutions, on-going support to the business. Plan, research, evaluate, design, and engineer the enterprise's technology infrastructure. Provide technical support and troubleshooting, cost estimates, justifications, and recommendations. Produce technical documentation, support and configuration. Manage, plan, and maintain technical platforms including upgrading systems. Monitor system performance, and install and configure hardware. Responsible for collaborating with other Job Families such as Project Managers, Architects, Solution Engineers, Technicians, Business Analysts to deliver consistent, reliable technology solutions that leverage AEP's technology standards, architectures and best practices.

Job Description

What You'll Do:

Essential Job Functions and Tasks:

• Provide second-level support for end-user computing services, including desktops, laptops, virtual desktops (VDI), mobile devices, and peripheral equipment.
• Assist with the deployment, configuration, and maintenance of Windows and Mac operating systems, software applications, and endpoint devices.
• Support user account administration activities, including onboarding, offboarding, authentication, and access troubleshooting.
• Monitor work queues and respond to incidents, service requests, and problem tickets following established prioritization guidelines.
• Self-assign and manage workload using the organization's IT service management platform (e.g., ServiceNow).
• Participate in endpoint management activities using tools such as Microsoft Intune, MECM (Configuration Manager), JAMF, or similar device management platforms.
• Troubleshoot hardware, software, connectivity, printing, and performance-related issues while documenting findings and resolutions.
• Assist with software packaging, testing, deployment, and patch management activities to ensure endpoint compliance and security.
• Follow established cybersecurity, compliance, and operational procedures to protect company assets and data.
• Create and maintain technical documentation, knowledge articles, standard operating procedures, and user guides.
• Collaborate with senior engineers, infrastructure teams, vendors, and business partners to support end-user technology initiatives and continuous improvement efforts.
• Some occasional local travel may be required.
• Participate in after-hours on-call rotation per assigned schedules (~4 weeks per year).

Required Skills:

• Windows10/11 administration and troubleshooting
• Microsoft365 application support (Outlook, Teams, OneDrive, Office apps)
• Active Directory and Entra ID (AzureAD) fundamentals
• Endpoint management tools (Intune, MECM/ConfigMgr, Workspace ONE, or similar)
• Virtual Desktop Infrastructure (VDI) support (Citrix, Azure Virtual Desktop, VMware Horizon)
• Basic networking knowledge (DNS, DHCP, TCP/IP, VPN, Wi‑Fi)
• Hardware diagnostics and repair for laptops, desktops, and peripherals
• Software installation, packaging, deployment, and patch management
• PowerShell scripting fundamentals for automation and troubleshooting
• IT Service Management (ITSM) tools such as ServiceNow
• Endpoint security and vulnerability awareness
• Multi‑factor authentication (MFA) and identity management concepts
• Phishing and social engineering awareness

Other Competencies:

• Customer service orientation and user‑focused problem solving
• Analytical and troubleshooting abilities
• Strong verbal and written communication skills
• Attention to detail and documentation discipline
• Time management and workload prioritization
• Ability to follow established processes and procedures
• Collaboration and teamwork across technical and business groups
• Adaptability and willingness to learn new technologies
• Critical thinking and root cause analysis
• Professionalism and accountability
• Positive attitude under pressure
• Initiative to identify and implement improvements

Location:

Columbus, OH

What we are looking for:

Education requirements are listed below: Bachelor's degree in computer science, engineering, or related technical field is required. Work Experience requirement listed below: 2 years of relevant work experience is required. An equivalent combination of education and experience may be considered.

Compensation Data

Compensation Grade: SP20-006
Compensation Range: $74,551.00 - $93,188.50

Physical Demand Level for this job is:

S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

At American Electric Power (AEP), we provide more than electricity to our millions of customers - we energize possibilities. We're redefining the future of energy by reducing our carbon footprint, empowering the communities we serve and building an engaged, talented workforce. All while delivering the reliable service our customers expect. It’s an exciting time in the energy industry. Are you ready to be part of it? We’re looking for team members to help create the grid of the future. Learn more about our commitment to creating a supportive, inclusive work culture that values different experiences.

Equal Employment Opportunity Statement

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.