Job Profile Overview:The Intermediate End User Computing Specialist provides independent Tier 2 end-user computing support by resolving escalated incidents, administering devices and applications, and supporting identity, connectivity, security, and lifecycle activities across site and regional environments. The job applies established standards, coordinates with technical teams, identifies recurring issues, and contributes to service, documentation, and process improvements while delivering a responsive end-user experience.
What You Will Do at Graco:End User Support & Experience- Respond to escalated incidents involving devices, access, connectivity, printing, and applications, ensuring validation of request details, completeness, and proper ticket updates in line with ITSM best practices.
- Support end-users with login issues, MFA incidents and account access troubleshooting, as well as entry-level Active Directory tasks such as group membership updates and entitlement troubleshooting.
- Coordinate onboarding and offboarding tasks related to device access, application permissions, and distribution groups, following established access governance procedures.
- Provide Tier 2 support for enterprise applications such as Microsoft 365, Teams, OneDrive, and VPN clients; assist with application installation, configuration, updates, compatibility troubleshooting, and support end-user training and best practices.
Workplace Technology Operations- Troubleshoot technical issues across Windows, macOS, and mobile devices, including performance problems, peripheral and hardware failures, and provide hardware diagnostics, component replacements, and asset management.
- Handle device and peripheral support including installation, configuration, and maintenance of laptops, desktops, monitors, docking stations, printers, and related peripherals, as well as executing new hire setups, device rebuilds, reimaging, and lifecycle transitions.
- Troubleshoot basic networking and connectivity issues, including wired and wireless connections, switchport problems, conference room connectivity, VPN client issues, network authentication errors, and perform onsite tasks like cable tracing, port patching, labeling, and network drop validation; escalate complex or systemic issues to engineering teams with clear documentation.
- Provide system & application administration support as needed for site and/or regional requirements.
- Assist in patching & cyber-security related activities for systems and applications needed for site and/or regional requirements.
Service Governance, Improvement & Leadership- Contribute updates to knowledge articles, SOPs, and troubleshooting guides.
- Maintain asset records, device inventories, and ticket documentation to ensure accurate SLA tracking.
- Identify recurring issues and recommend improvements to processes or documentation.
- Assist IT initiatives, deployments, refreshes, and system migrations by completing assigned tasks, testing, and documentation.
What You Will Bring to Graco:- 3-5 years of IT support experience
- Bachelor's degree in IT (or global equivalent) or related field.
- Strong understanding of Windows and macOS troubleshooting fundamentals.
- Strong customer-service orientation, delivering a consistently positive end-user experience.
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi etc.).
- Composure under pressure during outages or production-impacting incidents.
- Experience supporting enterprise collaboration tools (Microsoft 365, Teams, Outlook).
- Skilled at translating technical issues into simple, actionable guidance for non-technical users.
- Ability to follow SOPs and maintain accurate ticket records.
- Strong prioritization and ownership skills, driving multiple issues to timely resolution.
- Ability to work onsite in various environments (offices, wiring closets, manufacturing floors).
- Results-driven, adjusting quickly to shifting priorities and diverse technical demands.
Accelerators:- Working proficiency across core end-user platforms and tools: Windows, macOS, mobile platforms, Microsoft 365, Teams, and OneDrive.
- Working proficiency in identity, infrastructure, and IT operations: Active Directory, MFA, VPN, endpoint hardware and management, basic networking, ITSM practices, asset management, patching, and endpoint security.
- Demonstrated independent troubleshooting, incident ownership, documentation, prioritization, customer service, and cross-functional collaboration.
- Certifications such as CompTIA A+ or Network+, Microsoft 365 Endpoint Administrator, ITIL Foundation, or equivalent preferred.
The base pay range for this position is listed below, exclusive of fringe benefits or other compensation. If you are hired, your final base hourly rate will be determined based on factors such as geographic location, skills, competencies, education, and/or experience. In addition to those factors, we will also consider internal equity of our current employees. Please keep in mind that the range provided is the full base salary range for the role. Hiring at or near the maximum of the range would not be typical to allow for future and continued salary growth.
$64,600.00 - $113,100.00
