Turnberry Solutions · 14 hours ago
End-User Computing Support Analyst
West Des Moines, IA
Contract
Hybrid
Mid Level
$70K/yr - $105K/yr
3+ years expTurnberry Solutions is dedicated to diagnosing and addressing core business challenges through their Business Transformation practice. As an End-User Computing Support Analyst, you will assist employees with software and hardware issues, manage incident queues, and contribute to IT projects.
ConsultingManagement Consulting
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
Qualification
Required
Associate Degree in Computer Science, Information Technology, related field, or equivalent work experience in an IT environment
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
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
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
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
Demonstrated knowledge of networking concepts and troubleshooting to support in-office and remote employees with wired and wireless connectivity issues
Proficient in diagnosing, repairing, and replacing hardware components (laptops, desktops, peripherals)
Understanding of imaging tools to perform hardware upgrades and device refreshes
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
Experience in contributing to IT projects, ensuring the team's successful delivery of IT initiatives (e.g., hardware/software deployments)
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
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
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
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
Preferred
Microsoft (e.g., MCSA, MCSE), ITIL Foundation or another relevant technical certification (CompTIA A+, Network+, Security+) is a plus but not required
Knowledge of digital experience (DEX) scoring a plus
Benefits
Comprehensive healthcare package (medical, dental, vision)
Disability and group term life insurance
Health and flexible spending accounts
Utilization bonus
401(k) with match
Flexible time off for salaried employees
Parental leave for salaried employees
Flexible work arrangements
Company
Turnberry Solutions
Turnberry Solutions is a business and technology consulting and implementation firm that believes brilliant strategy only matters when paired with excellent execution.
1001-5000 employees
H1B Sponsorship
Turnberry Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (17)
2023 (21)
2022 (28)
2021 (27)
2020 (57)
Funding
Current Stage
Late StageLeadership Team
Joe Rose
Co-Founder
Michael Kucza, CPA
Chief Financial Officer
Recent News
2024-01-03
Business Journals
2022-12-13
Company data provided by crunchbase