Sammons Financial Group Companies · 12 hours ago
EUC Support Analyst 2
West Des Moines, IA
Full-time
Onsite
Mid, Senior Level
$50K/yr - $103K/yr
4+ years expSammons Financial Group Companies is seeking an EUC Support Analyst II to assist employees with software and hardware issues. The role involves managing incident queues, providing high-quality service, and contributing to IT projects and process improvements.
FinanceFinancial ServicesRetirement
No H1B
U.S. Citizen Only
Responsibilities
Provide advanced configuration, troubleshooting, and guidance for Windows 10/11 and macOS operating systems
Troubleshoot and resolve software installation and configuration issues with precision. Write knowledge documentation on resolution tips. Offer recommendations to leadership and team on updated resolution documentation and issue resolution strategies
Support virtualization technologies, including VMware, ensuring efficient and reliable virtual environments. Develop best practice documentation for setup and configuration. Identify and offer recommendations to leadership and team when best practices should be updated
Utilize endpoint management tools like Microsoft Configuration Manager (MCM), Intune, or equivalent for software deployments, patch management, and device security. Develop best practices for installation, utilization, and management of the device environments recognizing the critical nature of business operations and dependency on functioning applications to accomplish business objectives
Implement and manage mobile device management (MDM) solutions integrated into enterprise systems. Define policies and usage specification for mobile devices
Apply knowledge of networking concepts, including IP addressing, routing, switching, firewall configuration, and Wi-Fi troubleshooting. Develop standards for configuration of end point devices as they apply to this discipline and identify when standards should be updated
Assist with cloud computing tasks related to Azure, AWS, and cloud-based network infrastructure. Develop standards for the use of end point technologies within these environments. Identify when company standards require updating and make recommendations and proposals for updating standards
Diagnose, repair, and replace hardware components, including laptops, desktops, servers, and peripherals. Develop documentation on best practices based on common issue types. Identify when best practices should be updated and make recommendations and proposals to leadership and team
Analyze and resolve complex technical issues independently, utilizing advanced troubleshooting skills. Document findings and provide instruction for future resolution
Perform root cause analysis and develop proactive recommendations to enhance system performance and user experience
Manage Active Directory environments, including user account management, group policies, and organizational unit (OU) structures
Deploy and manage Microsoft 365 applications (Teams, OneDrive, Outlook, SharePoint) and manage enterprise-level software rollouts
Conduct hardware upgrades and device refreshes using imaging tools like Windows Autopilot. Manage tasks and project deliverables related to standardized hardware replacement scenarios (e.g. EOL or changing business needs.)
Develop, update, and maintain technical documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides. Identify when SOPs require updating. Make recommendations and proposals for updating SOPs, craft knowledge base articles, and guidance processes
Define IT projects, ensuring successful delivery of initiatives such as hardware/software deployments, system upgrades, and network infrastructure enhancements
Lead and actively participate in knowledge-sharing sessions to ensure team members remain current with system updates, emerging technologies, and best practices
Identify, define, and implement process improvements, including optimizing incident and request workflows
Monitor and analyze digital experience (DEX) scores and benchmarks to drive improvements
Recommend improvements to end-user experiences with IT systems and services
Deliver high-quality customer support and technical assistance with professionalism and efficiency, adhering to service level agreement (SLA) timeframes
Allocate tasks to others based on expertise. Manage multiple user inquiries simultaneously, effectively prioritizing tasks to meet deadlines
Document technical solutions, user interactions, and processes with clarity and precision. Contribute to knowledgebase by adding information as it changes with the environment
Communicate effectively with both technical and non-technical stakeholders to ensure understanding of technical issues and solutions
Collaborate with cross-functional teams, including business stakeholders, infrastructure teams, and developers, to align technical support with organizational goals
Implement and maintain cybersecurity principles, such as endpoint protection, data encryption, and multi-factor authentication (MFA) in coordination with Security and Risk Management teams
Develop and utilize scripts to automate routine tasks, optimize workflows, and execute bulk updates across systems
Stay informed on industry trends and emerging technologies, advising on strategies to future-proof the company’s EUC environment
Train and mentor junior technicians, fostering a positive and collaborative team environment
Assist in onboarding and training new support staff, fostering a collaborative and encouraging learning environment
Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity)
As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands
Participate in other initiatives and/or projects as necessary
Qualification
Required
Ability to work effectively within a remote team environment and independently with minimal supervision
Meticulous approach to documenting issues, procedures, and solutions; focused on ensuring accurate and complete records in ticketing systems
Comfortable adapting to rapidly changing priorities and new technology implementations in a dynamic work environment
High level of professionalism with a commitment to Sammons Financial Group Companies' values: Accountability, Connection, Openness, Respect, and Integrity
Ability to manage small projects, prioritize tasks, and meet deadlines efficiently while maintaining service quality
Proven experience in mentoring and training junior team members and contributing to team growth and development
Ability to assist in the execution of IT projects, including hardware/software deployments, infrastructure upgrades, or 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 both Windows and MacOS environments, including laptops, desktops, and peripheral devices
Experience using scripting for automation and solving common IT tasks
Experience supporting enterprise networks (LAN/WAN, VPN, DHCP, DNS) and familiarity with TCP/IP and network protocols
Criminal background check required
Preferred
Bachelor's Degree in Computer Science, Information Technology, or a related field or equivalent work experience in an IT environment
4-7 years' experience in advanced technical support roles, demonstrating progressive responsibility
Microsoft (e.g., MCSA, MCSE), ITIL Foundation, or another relevant technical certification (CompTIA A+, Network+, Security+)
Benefits
Health
Dental
Vision
Company Paid Retirement
PTO and Holiday Pay
Employee Stock Ownership Plan (ESOP)
Healthy balance between work and personal lives
Friday afternoons off all year long
Competitive PTO
Generous number of paid holidays
Incentive program for defined goals subject to eligibility and performance
Monetary rewards are based on individual and/or overall company performance
Company
Sammons Financial Group Companies
Sammons® Financial Group Companies (collectively, Sammons Financial Group) provide today’s most sought after life insurance, annuity, and retirement products.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Esfand Dinshaw
Chairman and Chief Executive Officer
Recent News
2026-01-24
2026-01-22
Morningstar.com
2025-12-08
Company data provided by crunchbase