IT End User Services Analyst

POSITION SUMMARY

The IT End User Services Analyst provides foundational technical support to all users. They assist in analyzing and troubleshooting issues related to end-user computing digital assets (e.g., laptops, desktops, printers, mobile phones) and serve as a point of escalation for incidents that require local resolution. They work alongside the Platform Service Team to support corporate infrastructure and participate in various IT projects.

RESPONSIBILITIES

• Respond to service desk tickets and outages via phone, email, or online systems, ensuring incident management and escalation when necessary.


• Provide second-level user support for hardware and software issues.


• Assist in hardware and software installation/configuration according to corporate policies and guidelines.


• Aid in troubleshooting and diagnosing hardware/software errors.


• Support PC replacement programs and emergency equipment exchanges.


• Provide hands-on assistance for IT project implementations.


• Help with local backup operations in alignment with corporate policies.


• Maintain confidentiality on all user data and related information.


• Strong emphasis on White Glove executive support


• Perform miscellaneous job-related duties as assigned.

QUALIFICATIONS

• A+ certificate or 1-2 years’ experience in an end user support environment


• 1-3 years of experience in MS Windows desktop operating system deployment.


• Basic understanding of Software Distribution and Patch Management tools.


• Experience with ITSM systems like ServiceNow.


• Basic knowledge of network infrastructure and security principles.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Medium lifting (30 lbs. – 45 lbs.)


• Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders).

TIME TRAVEL REQUIRED

• 10%

 #LI-RB1