It Operations Engineer, End User Computing

Lead delivery of best-in-class end-user technology services across the firm, shaping the support model and directly improving the client experience Build and operate hands-on support for PCs, laptops, video conferencing solutions, mobile devices, and collaboration tools to enable high-performance teams Troubleshoot and resolve complex hardware, software, and connectivity issues with urgency, clear communication, and client-focused outcomes Develop and deliver training, documentation, and knowledge articles to increase technology adoption and client self-sufficiency Automate repetitive operational tasks and implement scripting solutions to improve reliability and reduce mean time to resolution Manage small and large-scale technology projects by producing written project plans, coordinating resources, and delivering timely status reports Partner with vendors and on-site service providers to establish service levels, coordinate escalations, and drive resolution Own the incident lifecycle using the incident tracking system, perform root cause analyses, and implement corrective actions to prevent recurrence Provide rotational 24x7 on-call support and remain flexible for domestic and international travel to support critical deployments and escalations Perform routine system health checks, workstation builds, moves, adds, and changes, and coordinate hardware lifecycle activities to maintain operational readiness