Analyst II, End User

Job Summary

This position is for a Southern Company Technology Organization (TO) Enterprise Workplace Support (EWS) Analyst responsible for delivering advanced end-user technology support across Southern Company Services and related operating companies. The role partners closely with Business Partners, Service Desk, Workplace Support, Planning Analysts, Application Portfolio teams, and other Technology Organization teams to deliver reliable, efficient, and proactive technology support. The EWS Analyst provides both remote and in-person support, leveraging advanced technical knowledge to troubleshoot, prioritize, and resolve incidents, requests, and technology issues.

The role focuses not only on issue resolution but also on improving the overall Digital Employee Experience (DEX) through analytics, automation, problem management, operational excellence initiatives, and proactive technology support. Leveraging platforms such as Nexthink and other endpoint analytics tools, the analyst identifies trends, monitors endpoint health, supports proactive remediation, and uses data-driven insights to improve workforce productivity and technology experiences.

The position serves as a technical escalation resource, supports critical business operations, and contributes to continuous service improvement efforts across the enterprise.

Hybrid Work Schedule: This role is based at Georgia Power Company (GPC) Headquarters and requires employees to work in the office at least three (3) days per week.

Major Responsibilities

• Provide advanced end-user support through proactive device management, incident ownership, troubleshooting, and resolution of complex technical issues.
• Serve as an escalation point for incidents and service requests that cannot be resolved through standard support channels.
• Partner with business units, Service Desk, Workplace Support, Planning Analysts, Application Portfolio teams, and other Technology Organization groups to deliver effective end-to-end support.
• Support conference room technology, Microsoft Teams Rooms, AV systems, collaboration technologies, and business-critical events to ensure operational readiness and reliable performance.
• Deliver both remote and in-person support, including device deployment, break-fix services, hardware and software troubleshooting, and connectivity resolution.
• Leverage Copilot, AI solutions, Helix, Nexthink, and other Digital Employee Experience (DEX) platforms to proactively identify, analyze, remediate, and prevent technology issues while improving workforce productivity and end-user experience.
• Perform root cause analysis, trend analysis, Problem Management, and proactive remediation activities using endpoint analytics, DEX insights, and operational data to reduce recurring incidents and drive continuous service improvement.
• Drive operational excellence through process improvement, automation, analytics, standardization, and implementation of proactive support strategies.

• Manage device lifecycle activities, including refresh planning, preventative maintenance, endpoint health monitoring, operating system deployment, software distribution, and technology optimization.

• Build strong relationships with business partners, educate users on technology best practices, and promote effective use and adoption of technology solutions.
• Collaborate across Technology Organization teams to ensure consistency, knowledge sharing, and alignment of support services.
• Support storm-related activities, critical business operations, major events, and after-hours support requirements as necessary.
• Maintain expertise in emerging technologies, Digital Employee Experience practices, endpoint analytics, and automation capabilities while serving as a Subject Matter Expert (SME) and mentoring junior team members.

Knowledge, Skills, and Abilities

• Advanced knowledge of end-user computing environments, including PC hardware, Windows 11, Microsoft 365, Copilot, collaboration technologies, and supporting infrastructure.

• Experience with endpoint management technologies such as Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM/SCCM), Group Policy, Windows Updates, software distribution, operating system deployment, and device lifecycle management.

• Experience utilizing Digital Employee Experience (DEX) platforms such as Nexthink, endpoint analytics solutions, automation tools, and proactive remediation capabilities to improve service delivery and employee productivity.

• Ability to analyze endpoint performance metrics, user experience data, operational trends, and telemetry to identify improvement opportunities and drive proactive support strategies.

• Strong customer service skills with a demonstrated ability to meet commitments and build trusted relationships with business partners.

• Experience providing both remote and in-person technical support.

• Advanced troubleshooting, analytical, and problem-solving skills with the ability to quickly diagnose and resolve complex technical issues.

• Experience supporting audiovisual, conference room, collaboration, and workplace technologies.

• Knowledge of service management, Incident Management, Problem Management, and continuous improvement practices.

• Strong verbal and written communication skills with the ability to communicate effectively across technical and non-technical audiences.

• Working knowledge of PowerShell, scripting, automation platforms, and tool-based remediation techniques.

• Ability to evaluate, learn, and leverage emerging technologies to improve support capabilities and customer experiences.

• Ability to coordinate work across multiple TO functions while sharing best practices and driving consistency.

• Working knowledge of the electric and gas utility industry is preferred.

Behavioral Attributes

• Demonstrates behaviors consistent with Southern Company's values of Safety First, Unquestionable Trust, Superior Performance, and Total Commitment.

• Proactive, self-directed, and highly motivated.

• Demonstrates a data-driven, continuous improvement mindset by anticipating issues, leveraging analytics, and seeking opportunities to enhance the employee technology experience.

• Strong service mindset focused on delivering exceptional end-user experiences.

• High level of professionalism, discretion, and accountability.

• Strong organizational and prioritization skills with the ability to manage multiple responsibilities effectively.

• Ability to perform effectively in high-pressure situations and rapidly changing environments.

• Clear and effective communicator capable of providing concise guidance to users and stakeholders.

• Collaborative team player who works effectively across geographically dispersed teams and organizations.

• Ability to complete assignments with minimal supervision while maintaining high-quality results.

• Committed to safe work practices and operational excellence.

Qualifications

• 4-6 years of experience in technical support, workplace support, end-user support, service desk, or related technology support roles.

• A two-year degree in a technology-related field or equivalent military and/or work experience is required.

• A bachelor's degree in computer science, Information Technology, Engineering, or a related technical field is preferred.

About Southern Company

Southern Company (NYSE: SO) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Southern Company Services