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Sammons Financial Group Logo Sammons Financial Group · IT - Administration

EUC Support Analyst 2

United States, West Des Moines 49628.00 - 103391.00 USD / Year · Job Posted January 29, 2026
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Job Description

The End-User Computing (EUC) Support Analyst II is responsible for delivering assistance to employees facing issues with software and hardware. This involves monitoring the incident management queue to manage and resolve customer issues within established service level timeframes, which is essential to maintaining the Company's operational efficiency and end-user satisfaction.

Job Responsibility

  • Provide advanced configuration, troubleshooting, and guidance for Windows 10/11 and macOS operating systems
  • Troubleshoot and resolve software installation and configuration issues
  • Write knowledge documentation
  • Support virtualization technologies, including VMware
  • Utilize endpoint management tools like Microsoft Configuration Manager (MCM), Intune
  • Implement and manage mobile device management (MDM) solutions
  • Apply knowledge of networking concepts
  • Assist with cloud computing tasks related to Azure, AWS
  • Diagnose, repair, and replace hardware components
  • Analyze and resolve complex technical issues independently
  • Perform root cause analysis
  • Manage Active Directory environments
  • Deploy and manage Microsoft 365 applications
  • Conduct hardware upgrades and device refreshes using imaging tools
  • Develop, update, and maintain technical documentation
  • Define IT projects
  • Lead and actively participate in knowledge-sharing sessions
  • Identify, define, and implement process improvements
  • Monitor and analyze digital experience (DEX) scores
  • Recommend improvements to end-user experiences
  • Deliver high-quality customer support and technical assistance
  • Allocate tasks to others based on expertise
  • Document technical solutions, user interactions, and processes
  • Communicate effectively with both technical and non-technical stakeholders
  • Collaborate with cross-functional teams
  • Implement and maintain cybersecurity principles
  • Develop and utilize scripts to automate routine tasks
  • Stay informed on industry trends and emerging technologies
  • Train and mentor junior technicians
  • Assist in onboarding and training new support staff
  • Commitment to embrace company shared values
  • Regular attendance is required
  • Participate in other initiatives and/or projects as necessary

Requirements

  • Bachelor's Degree in Computer Science, Information Technology, or a related field or equivalent work experience in an IT environment
  • 4-7 years' experience in advanced technical support roles, demonstrating progressive responsibility
  • Ability to work effectively within a remote team environment and independently with minimal supervision
  • Meticulous approach to documenting issues, procedures, and solutions
  • Comfortable adapting to rapidly changing priorities and new technology implementations
  • High level of professionalism with a commitment to company values
  • Ability to manage small projects, prioritize tasks, and meet deadlines efficiently
  • Proven experience in mentoring and training junior team members
  • Ability to assist in the execution of IT projects
  • Hands-on experience with incident management, service desk escalation, and end-user support for a large-scale enterprise environment
  • Demonstrated experience with hardware and software troubleshooting in both Windows and MacOS environments
  • Experience using scripting for automation and solving common IT tasks
  • Experience supporting enterprise networks (LAN/WAN, VPN, DHCP, DNS) and familiarity with TCP/IP and network protocols
  • Microsoft (e.g., MCSA, MCSE), ITIL Foundation, or another relevant technical certification (CompTIA A+, Network+, Security+) Preferred
  • Criminal background check required

What we offer

  • Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay
  • Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan
  • Healthy balance between work and personal lives
  • Friday afternoons off all year long, competitive PTO, and generous number of paid holidays
  • Incentive program for defined goals subject to eligibility and performance
  • Colleagues who support one another, model our core values, and drive our healthy, high-performing culture
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