Job Description
Job Description
Position Title: IT End User Services (EUS) Technician – Level 2
Department: Information Technology
Reports To: IT Manager, End User Services
Executive Leadership: VP, Infrastructure & Engineering Operations
Location:
- Exton Office – 505 Eagleview Boulevard, Exton, PA 19341
or - Douglassville Office – 1724 W. Schuylkill Road, Douglassville, PA 19518
FLSA Status: Non-Exempt (Hourly)
Supervisory Responsibilities: None
About World Travel, Inc.
World Travel, Inc. is a dynamic and innovative travel management company committed to delivering exceptional service and technology-driven solutions to clients worldwide. Our team members play a critical role in supporting the technology that powers our business and enables our employees to succeed in a remote-first, collaborative environment.
Position Summary
The IT End User Services (EUS) Technician – Level 2 provides advanced technical support for end-user technologies and serves as a key escalation point for complex issues requiring deeper troubleshooting and technical expertise. This role supports the stability, security, and performance of end-user devices, applications, and End User Computing (EUC) platforms while contributing to service improvements, operational efficiency, and knowledge sharing across the IT organization.
The Level 2 Technician works closely with Level 1 support staff, infrastructure teams, security teams, and application owners to ensure a seamless and productive technology experience for World Travel employees.
Essential Duties and Responsibilities
Advanced User Support & Escalation
- Resolve escalated incidents involving complex hardware, software, operating system, and connectivity issues.
- Perform in-depth troubleshooting and root cause analysis.
- Provide coaching, guidance, and technical mentoring to Level 1 technicians.
- Collaborate with infrastructure, security, and application teams to resolve advanced technical issues.
Device & Application Management
- Configure, deploy, image, maintain, and troubleshoot desktops, laptops, and mobile devices.
- Support operating system deployments, software updates, and patch management activities.
- Diagnose and resolve advanced application issues and compatibility concerns.
Onboarding & Offboarding Support
- Support complex onboarding requirements, including specialized equipment and non-standard access requests.
- Ensure secure and complete employee offboarding through access removal, asset recovery, and documentation updates.
End User Computing (EUC) Support
- Support and troubleshoot End User Computing technologies including Virtual Desktop Infrastructure (VDI), Desktop as a Service (DaaS), and application streaming platforms.
- Diagnose and resolve virtual desktop performance, profile, and connectivity issues.
- Partner with engineering teams to identify and remediate systemic EUC-related challenges.
Security & Compliance
- Enforce endpoint security standards, encryption requirements, and patch compliance.
- Assist with incident response, investigations, and remediation efforts.
- Maintain accurate technical documentation and asset management records to support audit and compliance initiatives.
Continuous Improvement
- Identify recurring issues and recommend process, service, and technology improvements.
- Develop and maintain knowledge base articles, technical documentation, and operational runbooks.
- Participate in technology pilots, upgrades, and service improvement initiatives.
Qualifications
Required Qualifications
- Experience providing Level 2 end-user, desktop, or technical support within an enterprise environment.
- Strong knowledge of Windows operating systems, hardware troubleshooting, and enterprise applications.
- Experience with endpoint management platforms and remote support technologies.
- Excellent problem-solving, analytical, and communication skills.
- Experience supporting End User Computing (EUC) solutions, including VDI and DaaS platforms.
- Working knowledge of ITIL principles and IT Service Management (ITSM) processes.
- Industry certifications preferred, including:
- CompTIA A+
- CompTIA Network+
- Microsoft certifications
Education & Experience
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered in lieu of formal education.
- Previous experience in a help desk, desktop support, or technical customer support role.
- Relevant technical certifications such as CompTIA A+, Network+, or Microsoft certifications are preferred.
Key Competencies
- Customer Service Excellence
- Technical Troubleshooting and Problem Solving
- Communication and Interpersonal Skills
- Collaboration and Teamwork
- Time Management and Prioritization
- Attention to Detail
- Documentation and Knowledge Sharing
- Adaptability and Continuous Learning
- Security Awareness and Compliance
Physical Requirements & Work Environment
- Ability to remain seated for extended periods of time.
- Ability to lift and carry equipment weighing up to 30 pounds.
- Ability to work occasional evenings, late nights, weekends, and other off-shift hours to support business operations and project requirements.
- Ability to work overtime, including more than 40 hours in a workweek, when business needs require.
This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as is reasonable.