Planned Parenthood Federation of America (PPFA) and Planned Parenthood Action Fund (PPAF) seeks an experienced and effective IT End User Computing team member. This job is an in-office role based in NYC and reports to the Associate Director, IT Service Delivery in the Information Technology department of PPFA. The Information Technology Operations department is responsible for the physical & cloud infrastructure,  daily IT operations and the business systems at Planned Parenthood.

 

The End User Computing (EUC) Specialist is responsible for end point device provisioning and procurement, asset inventory management, device life cycle management and replacement, hardware break/fix technical troubleshooting  and assisting AV Technician with onsite AV equipment support as required. The EUC Specialist  will help build Windows base images, test and deploy Windows and Mac OS updates and monthly vulnerability security patches, help orchestrate Apple and Android mobile device setup and configurations, and distribute new and loaner devices and hardware accessories  to End-Users.. This position  will  be an onsite hands-on technical resource for the End-Users in the office and remote IT network engineers as well as  providing remote support services  . for remote users and IT support teams.

 

Delivery:

 

●Responsible for the daily management and support of all end user devices and peripheral equipment in PPFA’s NYC office.

●Serve as a subject matter expert (SME) in end user computing technology.

●Ensure standard policies and procedures are followed and develop EUC SOP process guidelines and documentation.

●Maintain accurate and up-to-date asset inventory and device status in ServiceNow.

●Responsible for storage organization and inventory of all onsite hardware devices, including all accessories and peripherals.

●As a part of the Service Delivery Team participate in incident management, diagnosis, escalation, tracking, root cause analysis and resolution.

●Review and update IT hardware requests service catalog menu item descriptions and images.

●Coordinates the provisioning and delivery of end point devices for new hires and End of Life device replacements of both Mac and Windows desktops and laptops for current employees.

●Coordinates the deprovisioning and recovery of end point devices from separated users and End of Life device replacements of both Mac and Windows desktop and laptops for current employees.

●Conduct quality control analysis of video conference equipment to test video, audio and signal prior to meetings and periodically to guarantee systems operate at peak performance.

●Perform firmware upgrades, troubleshoot, and repair AV equipment as required and report non-functioning equipment or damaged equipment to the IT manager.

●Perform L1 & L2 hardware troubleshooting analysis to determine if in-warranty devices require manufacturer repair or replacement.

●Provide end-user hardware support for provisioning and troubleshooting client hardware, software and computer peripherals

●Interact with colleagues to facilitate the assessment of needs and provision of services

●Respond and resolve staff questions and issues in a friendly and professional manner to ensure PPFA staff receive a high-quality customer experience

 

●Bachelor’s degree with minimum of 3 years of experience or a high school diploma with a minimum of 5 years of related experience as an End User Computing Technician or Engineer.

●Comprehensive understanding and hands on experience with PC & Mac hardware, software, operation systems, directory service, printing and applications required.

●Experience with hardware and software installation, configuration, maintenance and strong troubleshooting skills.

●Expert proficiency in handling support tickets for Windows, Mac, Chrome for desktop and mobile devices.

●Experience with wireless device management.

●Experience with software distribution systems required (SCCM, Jamf, ConnectWise)

●Experience with Anti-virus management and End-point encryption systems required.

●Show sensitivity and appreciation to cultural differences and help foster a technology environment that centers diversity, equity, and inclusion.

●Have a customer service mindset and a strong desire to build meaningful connections and experiences with the people you serve.

●Ability to identify & escalate priority requests and incidents effectively

●Knowledge and understanding of ITIL/ITSM process definition.

●Strong interpersonal skills to build customer relationships

●Knowledge of Google Workspace (Google docs, GMeet, GSheet, GChat, etc.)

●Prior knowledge and experience with IT Service Desk ticketing management systems ( ServiceNow, Zendesk for Jira, ServiceDesk Plus)

●Bring a positive, joyful attitude to work every day and seek to build a workplace that’s fun, inclusive, and rewarding.

●Proficiency in communicating in Spanish fluently (preferred but not required).

Travel: Not Required

$83,000 - $90,000 a year

Total offer package to include generous vacation + sick leave + paid holidays, individual/family provided medical, dental and vision benefits effective day 1, life insurance, short/long term disability, paid family leave and 401k. We also offer voluntary opt-in for Flexible Spending Account (FSA) and Transportation/Commuter accounts.   

We value a truly diverse workforce and a culture of inclusivity and belonging. Our goal is to attract qualified candidates and encourage applications from all individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.  We're committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

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*PDN-HR

All roles that are denoted as NYC, DC, or both will be on a hybrid schedule, requiring 2-3 days per week in the office.