End User Computing

Position: End User Computing

Location: Nashville, TN Onsite

Type of Employment: 12+ Months Contract

Max Rate: $25/hr on W2 Only.

Role Description:

• Strong experience in End User Computing environments
• Expert knowledge of Windows OS, hardware troubleshooting, and enterprise applications
• Hands-on experience with ITSM tools (ServiceNow)
• Strong hands-on experience in SCCM, Intune
• Solid understanding of Active Directory, Group Policy, and endpoint management
• Experience in leading the onsite + Offshore team and be a strong liaison between both parties t ensure there is seamless delivery of operations
• Be a functional and strategic SPOC to enable growth expansions across the geography

Roles & Responsibilities

Operational Leadership

• Lead and oversee onsite +Offshore EUC support operations across L2/L3
• Ensure SLA, KPI, and customer satisfaction targets are consistently met
• To ensure there are Zero penalty moments maintained across
• Act as the primary onsite point of contact for EUC-related matters
• Provide VIP and executive support as required

Team Management

• Guide, mentor, and support onsite/Offshore EUC engineers/analysts
• Perform workload management, shift planning, and task prioritization
• Conduct knowledge sharing, training, and SOP adherence
• Drive performance improvement and ownership within the team

Technical Responsibilities

• Provide hands-on support for Windows 10/11, desktop/laptop hardware, patching and printer support
• Support Microsoft 365, collaboration tools, and enterprise applications
• Troubleshoot complex EUC issues and coordinate escalations with teams and vendors
• Support VDI/Citrix/AVD environments, OS upgrades, and hardware refresh programs
• Ensure compliance with security standards, patching, and endpoint protection

Process & Continuous Improvement

• Review and enhance SOPs, KBs, and operational processes
• Identify service improvement opportunities and risk areas and drive corrective actions
• Ensure accurate ticket documentation and reporting
• Participate in incident management, RCA, and problem management activities Stakeholder & Vendor Management
• Communicate effectively with business stakeholders and leadership
• Participate in major incident bridges and provide clear updates

Managerial Skills:

• Strong leadership, communication, and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced onsite environment