Job description
EUC Proficient Position Summary The EUC Leader is a hands-on technical person responsible for supporting and coordinating End User Computing (EUC) and Field Service operations. This role primarily performs advanced technical support work while providing day-to-day coordination and guidance to technicians. This is a salaried, non-exempt position , meaning the employee is required to accurately track hours worked and is eligible for overtime pay in accordance with applicable federal and Maryland laws.
Essential Functions
The following duties are considered essential functions of this role: Provide advanced troubleshooting and resolution for complex hardware, software, and Windows environment issues Deliver hands-on support for end-user devices, including desktops, laptops, mobile devices, and printers Coordinate daily activities of EUC and Field Service technicians to ensure timely resolution of incidents and service requests Support Service Desk operations (L1/L2), ensuring adherence to service-level agreements (SLAs) and service quality standards Administer and maintain Active Directory, Microsoft 365, and endpoint management platforms (e.
g., Intune) Monitor and manage endpoint security tools (e.g., antivirus, antimalware) and respond to incidents as needed Maintain accurate records in IT service management tools (e.g., Service. Now), including ticket updates and documentation Create and maintain technical documentation, knowledge base articles, and procedures Provide training and technical guidance to junior technicians Support onsite IT operations, including device setup, deployment, and user support Supervisory Responsibilities This position provides task coordination and technical guidance to team members.
It does not have primary authority over hiring, termination, compensation decisions, or formal disciplinary actions. Required Qualifications Bachelor’s degree in Information Technology or related field (or equivalent experience) Experience in end-user computing, service desk, or field services support Strong working knowledge of: Windows operating systems Microsoft 365 administration Active Directory Endpoint management tools (e.
g., Intune) Experience with IT service management platforms (e.g., Service. Now) Strong problem-solving, organizational, and communication skills Preferred Qualifications Experience coordinating technical teams in a non-supervisory capacity Relevant certifications (e.g., Microsoft, ITIL) Experience in enterprise IT environments Work Environment This position operates in an onsite office environment and requires frequent interaction with employees, IT systems, and technical equipment.
The role may involve responding to time-sensitive technical issues during standard business hours. Physical Requirements Prolonged periods of working at a computer workstation Frequent use of hands for typing and handling IT equipment Occasional movement within office or facility environments Ability to lift and carry standard IT equipment (e.
g., laptops, peripherals), with or without reasonable accommodatio n FLSA, Compensation, and Timekeeping Requirements This position is classified as non-exempt under the Fair Labor Standards Act (29 U.S.C. § 201 et seq.) and the Maryland Wage and Hour Law (Md. Code, Labor & Employment § 3-401 et seq.) and is eligible for overtime compensation for all hours worked over 40 in a workweek.
Although this role is paid on a salary basis , it remains overtime eligible . The annual base salary of $62,400 represents straight-time compensation and will be converted to an hourly equivalent for overtime calculation purposes. Timekeeping Requirements: Employees in this role are required to accurately record all hours worked using the Company’s designated timekeeping system or platform.
This includes start and end times, meal periods (if applicable), and any overtime hours. All time must be recorded daily and contemporaneously Employees must review and confirm the accuracy of recorded time Any corrections must be made promptly in accordance with Company procedures Working “off the clock” is strictly prohibited Failure to comply with timekeeping requirements may result in corrective action, consistent with applicable law.
Overtime Authorization Requirement Overtime work must be approved in advance by the employee’s supervisor . However: All hours worked, including unauthorized overtime , must be reported and will be paid in accordance with applicable law Working overtime without prior approval may result in disciplinary action , consistent with Company policy, but will not result in withholding of pay This policy complies with: FLSA overtime payment requirements (29 U.
S.C. § 207) Recordkeeping requirements (29 CFR § 516.2) Maryland overtime law (Md. Code, Labor & Employment § 3-415) Attendance and Leave Compliance Regular and reliable attendance is required, consistent with applicable federal, state, and local laws, including the Family and Medical Leave Act (FMLA) (29 U.S.C. § 2601 et seq.)
and other legally protected leave requirements. Required Languages English Fluent advanced 96- 100% Special Requirements Relocation to USA / hold dual citizenship or U.S. residency.