IT End User Services Tech, Level 2

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.