EUC Site Analyst - onsite end user support

Core Specialty Insurance Holdings, Inc.; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Employee Assistance Program

Health Savings Account

Flexible Spending Account

Wellness program

Job summary

Core Specialty Insurance Holdings, Inc. seeks an End User Computing (EUC) Analyst to manage onsite Level 1 and 2 support across multiple offices.

You will be the senior escalation point and provide white-glove service for PCs, laptops, printers, and peripherals. The role covers device builds, deployment and retirement of IT hardware, strong documentation, collaboration with IT teams, and travel 10-15% to company locations.

Qualifications

• Bachelor degree in Computer Science or related field or equivalent work experience.
• Minimum 3+ years of experience in IT support, deskside or help desk.
• Experience troubleshooting and resolving complex software/hardware issues for PCs and iOS devices.
• Strong understanding of Windows OS, iOS, and Office applications.
• Proficiency in multiple OS and knowledge of network protocols.
• Strong scripting/automation skills (PowerShell, Bash).
• Excellent problem-solving and communication skills.
• Proficient in documentation and record-keeping.
• Ability to work independently and in a team, with prioritization.
• ITIL and ITSM experience (certification a plus).
• Experience with ITSM tools (ServiceNow, Jira) and device enrollment.

Responsibilities

• Provide onsite Level 1 and Level 2 support Mon-Fri.
• Troubleshoot and resolve software/hardware issues for PCs and iOS devices.
• Perform on-site troubleshooting and escalate issues when needed.
• Perform device builds and configurations for user deployment.
• Deploy and retire IT hardware and manage software installations.
• Document all support interactions and resolutions.
• Collaborate with IT teams to resolve complex issues.
• Stay up-to-date with IT trends and best practices.
• Provide white-glove service with professional conduct.
• Travel to company offices ~10-15% for on-site support.

Skills

IT support

Windows

iOS devices

On-site troubleshooting

Documentation

Communication

Time management

Problem solving

ITIL

ServiceNow

Jira

Education

Bachelor degree in Computer Science or related field

Equivalent work experience

Tools

Intune

SharePoint

PowerBI

MS Entra ID

Jira Service Management

ServiceNow

Office 365

Job description

We are seeking an End User Computing (EUC)Analystto oversee onsite Level 1 and Level 2applicationand hardware support across multiple corporate offices. In this role, you will act as the senior technical escalation point, drive service delivery excellence, and ensure high-touch, "white-glove" support for our business units.

Key Accountabilities/Deliverables:

• Monday - Friday onsite support (8am - 4pm or 10:00am - 6:00pm)

• Investigate and resolve complex software and hardware issues for PC and iOS devices.

• Conduct on-site troubleshooting, utilizing effective communication and technical expertise to identify and resolve user problems promptly.

• Escalate critical issues to higher-level support as needed.

• Perform device builds and configurations, ensuring hardware and software meet company specifications and are ready for user deployment.

• Responsible for deploying and retiring IT hardware. This may involve physical installation, transfer of settings or data, installation and configuration of software, or training and support for PCs, Laptops, Printers and Peripherals.

• Maintain accurate documentation of all support interactions, including troubleshooting steps, solutions, and resolution details.

• Collaborate with other IT team members and departments to resolve complex issues and ensure seamless technology integration.

• Stay up to date with the latest IT technologies, trends, and best practices through continuous learning and professional development.

• Provide white glove service, demonstrating professionalism, courtesy, and a positive attitude in all interactions with users.

• Travel to company offices approximately 10-15% of the time to provide on-site support and address technical needs.

Technical Knowledge and Understanding:

• Experience in maintenance, support, configuration, or implementation of business applications such as Intune, SharePoint, PowerBI, MS Entra ID and Computers.

• Familiarity with Service Management ticketing systems (Jira Service Management, and Service Now., etc.).

• Familiar with Office 365 email systems and configurations such as email aliases, shared mailboxes, distribution lists, cloud permissions, and event resources.

Requirements:

Monday - Friday onsite support (8am - 4pm or 10:00am - 6:00pm)

• Bachelor degree in Computer Science or related field, or equivalent work experience.

• Minimum 3+ years of experience in IT support, preferably in a deskside or help desk environment.

• Demonstrated experience troubleshooting and resolving complex software and hardware issues for PCs and iOS devices.

• Strong understanding of Windows operating systems, iOS software, and Office applications.

• Proficiency in multiple operating systems (Windows, Linux, macOS etc.) and knowledge of network protocols.

• Strong scripting and automation skills (e.g., PowerShell, Bash).

• Excellent problem-solving, analytical, and critical thinking skills.

• Proficient in documentation practices and maintaining accurate records.

• Effective communication and interpersonal skills, with the ability to build rapport and collaborate with a diverse range of users.

• Ability to work independently and as part of a team, prioritizing tasks and managing time effectively.

• ITIL and ITSM experience (certification is a plus) with minimum of 2 years of large or medium scale IT shop.

Preferred:

• CompTIA A+, CompTIA Network+, CompTIA Security+, or equivalent IT certifications.

• Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms.

• Help manage device enrollment, provisioning, and lifecycle processes for Windows, macOS, iOS, and Android devices.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over work authorization sponsorship now or in the future for this position.

At Core Specialty, you will receive a competitive salary and opportunities for professional development and advancement. We offer medical, dental, vision, and life insurances; short and long-term disability; a Company-match of 100% of a 6% contribution 401(k) plan; an Employee Assistance Plan; Health Savings Account, Flexible Spending Account, Health Reimbursement Account, and a wellness program.