End User Support Engineer II

Entity Arch Insurance Group Inc (U.S.)
Job Locations US-NJ-Jersey City
Job ID
Business Segment
# of Openings
Information Technology

The Position


The End User Support Specialist II provides advanced end-user support for assigned desktop, mobile devices or telephone systems.  He/She diagnoses, troubleshoots and resolves complex technical problems. The incumbent operates under defined processes and procedures, assisting junior End User support staff and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures.

Job Responsibilities



  1. Responsible for moderate work assigned from a problem or incident management queue to final resolution. May also receive escalations from lower level End User support staff.
  2. Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and all voice services.
  3. Reviews and investigates all technical problems to determine cause and most appropriate solution. Provides information and explanation to end users on problem resolution, and offers suggestions and advice to prevent similar issues if necessary.
  4. Keeps end user updated on status of open trouble tickets. Escalates more complex problems or issues outside of area of responsibility to other support teams.  Updates problem tickets including call notes with status and categorization changes.
  5. Serves as subject matter expert on at least 5 end user computing systems.
  6. Participates in the IT ServiceDesk call rotation 25% of time.
  7. Completes requests to install physical and virtual desktops. Packages and delivers new software installations as needed. Carries out corporate policies regarding acquisition and use of approved hardware and software. 
  8. Completes requests to install \ change phone setups, contact center groups, attendant console, web and voice conferencing independently.
  9. Responsible for administration all of the following end user support functions: physical and virtual desktop environments, telephone systems, remote desktop access, anti-virus, client firewall, thin client management, collaboration, incident management, application packing
  10. Significant contributor to the education of End Use Support Team through the use of knowledge base articles and knowledge transfer sessions.
  11. Identifies opportunities for process improvements and innovations. Tests and verifies improvements through standard UAT channels and implements changes with proper approval.  Creates and sponsors Production Change Requests (PCRs).
  12. Participates in and or projects for new implementations and environment changes. Keeps abreast of new technologies in the enterprise desktop computer field by periodically attending seminars and/or training courses.

Required Skills/Experience

Knowledge & Skills:

  1. Strong ability to make decisions on routine work and interpret and enforce established corporate guidelines, policies and procedures.
  2. Ability to lead and mentor junior End User Support staff.
  3. Excellent organizational skills. Ability to manage time well in a fast paced environment and prioritize tasks frequently.
  4. Thorough and broad knowledge of end point operating systems platforms including Windows, IOS and Android
  5. Deep knowledge of application and desktop virtualization technologies.
  6. Advanced knowledge of mobile device management solutions such as Blackberry or Good Technologies.
  7. Functional knowledge of dependent End User compute technologies including VMware ESXi, Active Directory, networking and storage area networks and servers.
  8. Excellent analytical and problem solving skills. Ability to perform advanced troubleshooting and in-depth research, and develop solutions to complex problems.
  9. Strong interpersonal and oral and written communication skills to provide quality customer service.

Desired Skills/Experience

Education & Experience:

Required knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s) and the following:  5+ years supporting Microsoft OS, Office and Collaboration software; 5+ year of experience developing desktop builds, application virtualization, patch management and push technology (packaging); and 5+ years demonstrated performance as primary administrator for End User support systems.


A combination of A+ or Network+, and MCDST certification or equivalent required. 

The Company

Arch Insurance is a global insurer offering our clients superior coverage and service. We embody the Arch guiding principle of focusing on retaining experienced and talented employees to differentiate us from the rest of the pack. Our group operates from offices in the US, Canada, Bermuda, UK, and Australia, providing specialty risk solutions to clients worldwide across a wide range of industries. With over ten years of operating history and strong financial ratings, our track record remains solid.


Arch Insurance employs a disciplined underwriting approach and prudent risk selection across all types of business. Our mission is to provide our insureds with superb coverage and claims handling through careful and diligent underwriting of risks and business-friendly solutions. Across our global operations, Arch Insurance employees are ready to meet your needs with professionalism and excellence.


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