Lead End User Support Analyst

Overview This role is responsible for leading a small group of individuals to help in delivering critical IT services for various Tarkett locations and associated users within the analysts’ territory according to the procedures defined by the Director, End User Support. The role also acts as a backup to other locations as needed to support business needs. Travel may be required to support remote locations and participate in meetings or events as scheduled by the Tarkett organization. Responsibilities Oversees the provisioning and configuration of new users for requested hardware, software and proper security access; creates and maintains user accounts as requested. Oversees the implementation, maintenance, and support of end user systems, hardware, software and mobile telephony devices, printing hardware and conferencing solutions across the enterprise to meet the business needs of end users seamlessly. Facilitates communication and advises directly with users to resolve issues as they occur through phone, email, instant messaging, and ticketing systems in a timely manner in accordance with established SLA’s. Creates tickets as needed for any issue requests outside of the normal ticketing process to ensure proper tracking of issues and resource needs. Participates in on‑call rotation to ensure support availability to end users when an issue arises outside of normal business hours, including nights, weekends, and potential holidays. Escalates issues as needed to ensure resolution by the appropriate teams, provides updates as needed to end users, management or other stakeholders on status of issues. Ensures the diagnosis and determination of root cause for repeat issues to prevent further business impacts. Troubleshoots and performs basic hardware repairs as needed, works with vendors on warranty repairs and replacements as needed. Oversees the management of hardware and peripheral inventory, consumables and other supplies to ensure availability as needed for users. Maintains software licensing as needed to ensure compliance requirements. Ensures the de‑installation and recovery of separated user hardware, license removal, tracks and ensures that any legal holds are recovered and stored per retention requirements set by legal. Manages assets within asset management solution to ensure proper assignments are made timely and paired with appropriate users. Coordinates with established disposal partners to transfer electronic hardware for disposal, obtains certificates of destruction for hard drives sent for recycling. Tests new hardware, software, and peripherals prior to deployment to ensure end users do not experience any limitations that could otherwise be eliminated. Documents various training materials for delivery to end users as needed with the addition of new hardware, software, peripherals, or processes. Contributes to the review and creation of knowledge base articles within ITSM solution both for IT and End User use. Trains new team members and provides mentorship to others as needed. Implements best practices and maintenance procedures, monitors system health, gathers statistics and troubleshoots related errors and alerts as needed to support scalability and ease of system performance. Shows interest in testing and implementing new technology, stays abreast of trends and new processes and how they could relate to improving end user experiences. Explains complex terminology and issues in understandable terms when communicating with end users or when drafting training materials or other written materials. Searches out answers to complex issues that may not have a clearly defined path for resolution, utilizing all available resources when researching resolutions. Manages time effectively, prioritizes issues and multiple competing responsibilities to ensure issues are resolved timely and deadlines are met. Builds relationships across the end user community and with fellow IT associates. Qualifications Associate degree in computer science, information technology or equivalent relevant professional experience. 5+ years of experience working with information technology hardware and software while directly supporting end users and managing the resources of a small team. Experience installing, configuring, documenting, testing, training, and implementing new applications and systems. Extensive computer, hardware, software and analytical skills. Excellent verbal and written communication skills. Proven ability to assess needs of end users and present relevant solutions. O365, MAC, and Windows OS experience. Ability to sit, stand, or walk for extended time periods. Ability to lift, carry, push or pull up to 50 pounds regularly. Benefits A commitment that Safety is #1 Competitive benefits, pay, and retirement plan options Career growth, stability, and flexible work arrangements Equal Opportunity Statement Tarkett is an equal opportunity employer. We value diversity in backgrounds and in experiences and promote an inclusive workplace where all employees can perform at their best. #J-18808-Ljbffr Tarkett