End User Support Analyst

Job Summary

This position will provide exposure to a very broad range of activities including technical support, project delivery, industry specific business processes and training.

As an End User Support Analyst, you will play a key role in providing technical assistance and support to end-users. Your primary responsibility will be to ensure that users can effectively utilize the organization's technology tools and systems. You will serve as the first point of contact for troubleshooting and resolving user issues, working closely with the IT team to provide exceptional customer service and promote user satisfaction.

Operational Support

• Providing prompt, accurate, and professional technical support via phone, email, chat or in-person, serves as the primary point of contact for all user-related technical issues, including hardware and software problems, network connectivity, and system errors.
• Leads the user provisioning tasks including IT Orientation training.
• Documents user issues, resolutions and troubleshooting steps in a comprehensive and organized manner, ensuring accurate and relevant information for future use.
• Substantial demonstrable knowledge of technical domains which will include some of the following:
  • Windows 10 and Windows 11 maintenance, deployment and updates
  • Active Directory- including GPOs and Remote Support Control tools
  • Office 365 applications and administration (hybrid/cloud)
  • ITSM application (Cherwell) for system of record/knowledge sharing
  • PC hardware - desktops, laptops, toughbooks, iPads and Conference Room audio/video setups
  • Imaging laptops and profiling devices and hands on espertise of DNS, DHCP, TCP/IP
  • Android/iPhone smartphone configuration, security and support

Project Delivery

• Participate in the testing, training, and assist with the delivery of technology projects, service owners and/or consultants. Research and participate in the development of system requirements, and evaluation and selection of hardware.
• Assist with the set up of pre-production environments for testing (unit, system, integration, performance, user acceptance), coordinate testing schedules, and make recommendations to improve effectiveness, efficiency, and overall performance satisfaction for the end user.
• Prepare routine end user and support staff instructions and assist in the development of training and orientation materials.
• Coordinate training with business or 3rd party including identifying/creating costestimates and presenting costs, time-scheduling, resource requirements, risk considerations.
• Coordinate deployment schedules, develop communication plans and provide metrics from surveys and incidents to measure deployments success to Project Management team, Service Owner and Support team.

Principal Responsibilities

• Strong self-timemanagment with problem-solving and analytical skills, with the ability to logically diagnose and resolve user issues.
• Ability to work independentlyand collaboratively in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines.
• Ability to multi-task, stay calm and composed in potentially stressful situations with end users.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to non-technical users.
• Attention to detail and accuracy in documenting user issues and resolutions.
• Continuously monitor, analyze, and report on user support metrics, such as response time, resolution time, user satisfaction, and overall ticket volume, to identify trends and implement improvements in the user support process.

Preferred Requirements

• 3- 5 years of proven experience in a user support role, providing technical assistance and troubleshooting to end-users.
• Ability to adapt to changing technologies and learn new tools and systems quickly.
• Strong understanding of user support best practices and industry standards.
• In-depth knowledge of hardware and software.
• Stay updated with industry trends and advancements in technology to provide proactive support, identify areas for improvement, and recommend enhancements to existing systems and processes.
• Familiarity with IT service management (ITSM) practices and principles and as well as other applications, such as but not limited to SAP, GIS, SCADA.

Education/Certifications

• An Associate and/or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• CompTIA A , CompTIA Network , Google IT Support Professional Certificate, or Microsoft Certifications.
• Certifications such as HDI (Help Desk Institute) Support Center Analyst or ITIL Foundation are a plus.

Salary

After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote).

Job is classified as an exempt position with an annual salary range of $66,440 - 83,100.