End-User Computing Support Analyst

Duration: 9+ Months

Location: IA-West Des Moines, Hybrid 1-2 days onsite

Overview: Every Turnberry consultant belongs to a practice, an internal group of consultants and leaders with shared experience and expertise. Each of these practices aligns to one of the core services Turnberry offers to clients. As an End-User Computing Support Analyst, you will join Turnberry's Business Transformation practice. Turnberry's Business Transformation practice is dedicated to diagnosing and addressing core business challenges including regulatory compliance, full-scale implementation, managing change and driving continuous improvement across transformation initiatives.

Responsibilities:

Deliver assistance to employees facing issues with software and hardware

Monitor 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

Address escalated customer requests and incidents from the Service Desk and provide prompt, exceptional service for both on-site and remote employees

Diagnose the issue, provide resolutions per established procedures, and ensure end users can resume their job responsibilities

Track company PC assets, update knowledgebase information, and contribute to IT projects

Qualifications:

Associate Degree in Computer Science, Information Technology, related field, or equivalent work experience in an IT environment

Microsoft (e.g., MCSA, MCSE), ITIL Foundation or another relevant technical certification (CompTIA A+, Network+, Security+) is a plus but not required

3-5 years of experience in advanced technical support roles, showing progressive responsibility

Ability to help in the execution of IT projects, including hardware/software deployments and migration 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 Windows environment, including laptops, desktops, and peripherals. MacOS experience is a plus

Experience using scripting for automation and solving common IT tasks

Operating Systems

Expertise with Windows 11 operating system, including configuration and troubleshooting, MacOS experience is a plus

Proficient in Active Directory for diagnosing employee application access issues

Software

Proficient skills in the Microsoft 365 suite (Teams, OneDrive, Outlook, SharePoint)

Strong understanding of software installation, configuration and troubleshooting

Knowledge of virtualization technologies such as VMware and Citrix

Endpoint and Device Management

Experience supporting employees in a bring-your-own-device environment using mobile application management (MAM) - Microsoft Authenticator, Outlook, OneDrive, etc. - to access corporate data on personal iOS/Android devices

Networking

Demonstrated knowledge of networking concepts and troubleshooting to support in-office and remote employees with wired and wireless connectivity issues

Hardware

Proficient in diagnosing, repairing, and replacing hardware components (laptops, desktops, peripherals)

Understanding of imaging tools to perform hardware upgrades and device refreshes

Knowledge Management and Documentation

Review and update knowledge base articles as assigned

Actively participate in knowledge-sharing sessions within the team, enabling all members to stay current with system updates and best practices

Project Work

Experience in contributing to IT projects, ensuring the team's successful delivery of IT initiatives (e.g., hardware/software deployments)

Problem-Solving/Process Improvement

Strong analytical and troubleshooting skills with the ability to resolve complex technical issues independently

Ability to perform root cause analysis and provide proactive recommendations to improve system performance and user experience

Knowledge of digital experience (DEX) scoring a plus

Customer Service

Demonstrated excellence in providing exceptional customer support and technical assistance in a courteous, prompt, and professional manner

Ability to oversee multiple customer requests and prioritize tasks in a demanding environment, ensuring prompt resolution within SLA (Service Level Agreement) timeframes

Communication

Good written and verbal communication skills; ability to effectively document processes, technical solutions, and user interactions

Proven ability to communicate technical issues to both technical and non-technical stakeholders in a clear and concise manner

Collaboration and Leadership

Ability to work effectively within a remote team environment and independently with minimal supervision

Participate in team discussions to contribute to a positive support environment

Experience in collaborating with cross-functional teams, such as IT cybersecurity and network teams, as part of the troubleshooting process

The salary range for this role is $70,000 to $105,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Turnberry, you'll find a far-reaching choice of benefits and incentives.

At Turnberry, inclusion is one of our core values. We are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.

Americans with Disabilities Act (ADA)

Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at