Senior End User Computing Specialist

Hub Group offers comprehensive transportation and logistics management solutions. Keeping our customers needs in focus, Hub Group designs, continually optimizes, and applies industry-leading technology to our customers supply chains for better service, greater efficiency, and total visibility. As an award-winning, publicly traded company (Nasdaq: HUBG) with nearly $5 billion in revenue, our 6,000 employees across North America are always in pursuit of The Way Ahead a commitment to service, integrity and innovation. For more information, visit hubgroup.com.

JOB SUMMARY:

This position is responsible for the delivery of internal technology services. This position will participate on a team charged with delivering high-quality, cost-effective services including client computing hardware and software, service/help desk support, and field service delivery. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot incidents in a timely and accurate fashion and provide end user assistance where required. Mentors and trains other End User Computing personnel. This position is responsible for partnering with IT and business leadership to deliver technology strategy, implementation plans, adoption methodologies and operational support for the previously mentioned service areas.

The role requires a focus on service management and high-quality customer service to our end user environment. This includes timely response to customer inquiry and requests, as well as on time delivery for standard end user computing functions, services, and products.

ESSENTIAL JOB FUNCTIONS:

• Delivery of End User Computing (EUC) technology services, level 3 support, and incident/request management
• Install, configure, test, maintain, monitor, and troubleshoot endpoints and devices to deliver required service levels
• Perform analysis, diagnosis, and resolution of complex problems recommending and implementing applicable solutions
• Effectively work with vendors to resolve issues and provide technology solutions to end users
• Spend time as required to interact with other groups within IT to create, document, and update policies/procedures
• Accurately document instances of equipment failure, repair, installation, and removal
• Collaborate with system/network administrators to ensure efficient operation of the EUC computing environment
• Prepare, maintain, and uphold procedures for logging, reporting, and statistically monitoring desktop operations
• Adopt and implement client hardware and software lifecycle management programs
• Provide timely verbal and written communications as required with users, vendors, and staff
• Continually seek and consider innovative solutions to business problems and apply as relevant
• Conduct research on EUC products, evaluating them, and recommending products for purchase
• Responsible for administration of Microsoft Endpoint Configuration Manager. Including monitoring and managing end user workstations, supporting application deployments, OS (operating systems) deployments, patch management, identifying boundary groups, and setting up automation.
• Configuration and management of Intune (MEM), configuration policies, and Autopilot.
• Write technical specification standards for the purchase of end user workstations, laptops, tablets, printers and related hardware and software
• Provide thought leadership and subject matter expertise for enterprise EUC platforms
• Develop and own EUC strategic roadmaps keeping them aligned with industry standards and best practices including operating systems, management platforms, application deployment, security, and administration
• Ensure standards are met and maintained through the implementation of automated and/or manual tools and related reporting
• Act as an escalation point for End User Computing incidents/requests
• Manage resources and time as appropriate to ensure successful delivery of services
• Other duties as directed by management

MINIMUM QUALIFICATIONS:

• Bachelors Degree in Computer Science, Information Systems, or equivalent work experience
• Applicable industry certifications (e.g., A+, MTA, or Network+) preferred
• Minimum 5-7 years experience providing end user support, preferably in a large corporate environment
• Extensive experience deploying and supporting Windows workstation environments including Active Directory, Azure, MECM, and Intune.
• Experience installing, troubleshooting and administration of Microsoft 365, Outlook, and other common business applications
• Advanced knowledge of and experience with configuring and troubleshooting desktop, laptop, and tablet hardware
• Advanced experience with Microsoft Endpoint Configuration Manager
• Experience supporting end users in a Citrix Workspace environment
• Experience with configuration and administration of Mac and other Apple products a plus
• Advanced knowledge of network protocols such as: TCP/IP, DNS, DHCP, and SMTP
• Ability to develop technical documentation for training and end user procedures presenting ideas in user-friendly language
• Highly self-motivated and directed, with keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to troubleshoot over the phone/email/in person
• Strong customer service orientation with the ability to maintain a customer service focus while juggling multiple tasks and priorities
• Ability to adapt and work with people from multiple sites and countries
• Ability to constantly adapt to a fast paced, ever changing technology landscape filled with smart phones, virtual desktops, and a wide array of desktop computing hardware/software
• Ability to deliver under pressure and cope with a demanding workload often operating to tight deadlines
• Ability to rapidly assimilate issues across a broad range of business and technology requirements and drive resolution
• Understanding of the businesses supported by Technology Services and the impact of modern technologies and systems on that business
• Excellent oral and written communications skills are necessary, as well as the ability to interact in a team-oriented, collaborative environment
• Detail oriented, outgoing, and comfortable working with all levels of corporate personnel and possess the ability to learn quickly and manage multiple priorities
• Solid experience with complex system integration projects
• Excellent project management skills, problem solving and troubleshooting skills

WORKING CONDITIONS:

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
• In addition to regularly scheduled hours and responsibilities, IT staff and management are frequently required to assist on special projects and emergencies. This includes, but is not limited to, regularly scheduled evening or early morning maintenance and emergency response at any time (24x7x365). These additional responsibilities are an essential function of the job and are required to ensure continuous operations and minimize disruption to end users.