Key Responsibilities and Required Skills for End User Computer Analyst

🎯 Role Definition

As an End User Computer (EUC) Analyst, you are the crucial link between technology and employee productivity. You will be responsible for the entire lifecycle of our end-user computing environment, from deployment and configuration to advanced support and eventual decommissioning. This role involves providing expert-level technical assistance, managing our fleet of desktops, laptops, and mobile devices, and proactively identifying opportunities to improve system performance and user satisfaction. You will act as a key technical resource and an escalation point for our IT Service Desk, ensuring a stable, secure, and efficient modern workplace for all our colleagues.

📈 Career Progression

Typical Career Path

Entry Point From:

IT Help Desk Technician / Service Desk Analyst
Technical Support Specialist
IT Intern / Junior Systems Administrator

Advancement To:

Senior End User Computer Analyst / EUC Engineer
Systems Administrator / Endpoint Administrator
IT Team Lead or Supervisor

Lateral Moves:

Network Analyst
Cybersecurity Analyst
IT Project Coordinator

Core Responsibilities

Primary Functions

Provide expert-level, white-glove technical support for all end-user hardware, including desktops, laptops, mobile devices, and peripherals, serving as a primary escalation point for the Service Desk.
Diagnose and resolve complex software and application issues across multiple platforms, including Windows, macOS, and virtual desktop environments, ensuring minimal disruption to business operations.
Manage the entire lifecycle of end-user computing assets, including procurement, imaging, deployment, configuration, maintenance, and secure disposal, using tools like MECM/SCCM and Intune.
Administer and maintain user accounts, groups, and permissions within Active Directory and Azure Active Directory, including managing Group Policy Objects (GPOs) to enforce security standards.
Deploy software packages, security patches, and operating system updates to the entire fleet of endpoints, ensuring compliance and mitigating security vulnerabilities.
Support and troubleshoot the Microsoft 365 ecosystem, including Outlook/Exchange Online, Teams, SharePoint, and OneDrive, assisting users with advanced functionality and access issues.
Develop and maintain comprehensive technical documentation, knowledge base articles, and standard operating procedures (SOPs) for both end-users and internal IT staff.
Offer dedicated, high-touch support for executive leadership and other VIPs, responding with a sense of urgency and professionalism to all requests.
Participate in and contribute to major IT projects, such as operating system migrations, hardware refresh cycles, and the implementation of new end-user technologies.
Utilize PowerShell scripting to automate repetitive administrative tasks, streamline support workflows, and generate custom reports on system health and performance.
Manage and troubleshoot network connectivity for end-user devices, including LAN, Wi-Fi, and VPN access, collaborating with the network team on complex issues.
Administer Mobile Device Management (MDM) and Mobile Application Management (MAM) policies through Microsoft Intune to secure corporate data on iOS and Android devices.
Perform root cause analysis for recurring technical problems and recommend permanent solutions to enhance system stability and the overall user experience.
Maintain an accurate inventory of all IT hardware and software assets, tracking assignments and status changes within our IT Asset Management (ITAM) system.
Configure and support audio/visual equipment in conference rooms, including video conferencing systems like Microsoft Teams Rooms and Zoom, to ensure seamless meetings.
Act as a subject matter expert on endpoint security, ensuring all devices are configured with appropriate antivirus, encryption, and endpoint detection and response (EDR) solutions.
Provide training and guidance to end-users on new software, hardware, and IT best practices to foster a more tech-savvy and self-sufficient workforce.
Monitor IT service management queues (e.g., in ServiceNow or Jira), prioritizing and managing incidents and service requests according to established SLAs.
Collaborate with infrastructure, network, and security teams to ensure a holistic and integrated approach to IT service delivery and endpoint management.
Analyze ticket trends and system performance data to proactively identify potential issues and report on key performance indicators (KPIs) to IT management.

Secondary Functions

Assist in the evaluation and piloting of new end-user hardware, software, and cloud services to drive continuous improvement.
Participate in the IT on-call rotation to provide after-hours support for critical system incidents.
Contribute to the development and execution of the company's disaster recovery and business continuity plans for end-user services.
Assist the IT procurement team by providing technical specifications and recommendations for hardware and software purchases.

Required Skills & Competencies

Hard Skills (Technical)

Endpoint Management: Deep expertise with Microsoft Endpoint Configuration Manager (MECM/SCCM) and Microsoft Intune for OS deployment, application packaging, patch management, and policy enforcement.
Operating Systems: Advanced proficiency in troubleshooting and administering Windows 10/11 and macOS environments in a large-scale enterprise setting.
Directory Services: Strong, hands-on experience with Active Directory and Azure AD, including user/group management, GPO, and hybrid identity concepts.
Scripting & Automation: Proficiency in PowerShell for automating administrative tasks, managing systems, and generating reports.
Microsoft 365 Suite: In-depth knowledge of M365 administration and support, particularly for Exchange Online, Teams, SharePoint, and OneDrive.
ITSM Platforms: Experience using enterprise-grade ticketing systems like ServiceNow, Jira Service Management, or similar for incident, problem, and change management.
Hardware Proficiency: Expertise in diagnosing and repairing hardware issues for major brands like Dell, Lenovo, HP, and Apple.
Networking Fundamentals: Solid understanding of core networking principles, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi, for effective troubleshooting.

Soft Skills

Customer Focus & Empathy: A genuine passion for helping others and providing an exceptional user experience, even in high-pressure situations.
Analytical Problem-Solving: A logical and methodical approach to identifying the root cause of complex technical issues and implementing effective solutions.
Clear Communication: The ability to explain complex technical information to non-technical users in a clear, concise, and friendly manner, both verbally and in writing.
Time Management & Prioritization: Excellent organizational skills to manage multiple competing priorities and escalations effectively in a fast-paced environment.
Teamwork & Collaboration: A collaborative spirit and the ability to work effectively with immediate team members and cross-functional departments to achieve common goals.

Education & Experience

Educational Background

Minimum Education:

Associate’s Degree or equivalent hands-on experience combined with relevant professional certifications (e.g., CompTIA A+, Network+).

Preferred Education:

Bachelor's Degree.

Relevant Fields of Study:

Information Technology
Computer Science
Management Information Systems

Experience Requirements

Typical Experience Range:

3-5 years of progressive experience in an IT support role, such as Desktop Support, End User Services, or as a Tier 2/3 Service Desk Analyst.

Preferred:

Experience working in an enterprise environment with over 1,000 users.
Professional certifications such as the Microsoft 365 Certified: Endpoint Administrator Associate are highly desirable.