End User Services Analyst- New grad opportunity

ABOUT THE TEPA COMPANIES

Established in 2005 and owned by the Paskenta Band of Nomlaki Indians, The Tepa Companies deliver comprehensive and sustainable solutions to federal, state, local, and private-sector clients throughout the United States. The tribally owned companies work independently and collaboratively to provide wide-ranging construction, engineering, environmental, industrial, staffing, and technology services. When you join Tepa Companies, you have the opportunity to expand your entrepreneurial skill set while growing professionally alongside the best in the industry. You will have the opportunity to impact your team, the organization as a whole, and subsequently, our Tribe. We seek out top talent to provide the best services for our clients. We focus on being a responsible company for our employees and their families by creating a culture that reflects our core values and offering competitive pay and benefits package. Our benefits package includes comprehensive medical, dental, vision, generous paid time off and holidays, 401(k) plan with company match, life insurance, flexible spending and health savings account, mental health support and resources, short and long-term disability, and tuition reimbursement. Location: Alexandria, VA Salary range: $61,408.60 - $69,000

ABOUT THE JOB

The End User Services Analyst delivers responsive, professional, and reliable technology support throughout the employee technology lifecycle. This hands-on role combines end-user support, device and software fulfillment, and IT asset lifecycle activities to provide a consistent customer experience. The Analyst works within established service management processes, maintains accurate records and documentation, collaborates across IT teams, and contributes to continual service improvement. This role is intended for Dec 2026 college graduates who majored in an applicable field. As Tepa continues to grow, we are focusing on hiring recent graduates to begin their careers at our organization with opportunities to receive hands-on learning, mentorship, and growth within the company. This is an entry-level position that does not require previous experience but does require completed education in the particular discipline. Respond to and resolve end-user incidents, service requests, and tasks through the IT service management platform via phone, email, chat, remote support, and in-person support. Troubleshoot and support laptops, desktops, mobile devices, printers, conference room and audiovisual technology, Microsoft 365, Adobe, and other approved business applications. Execute employee onboarding, offboarding, moves/adds/changes, device deployment, software fulfillment, equipment recovery, refresh, and reuse activities in accordance with established procedures. Maintain accurate hardware, software, ownership, assignment, location, warranty, and lifecycle records in ITSM/ITAM and related systems; perform inventory audits and reconcile discrepancies. Coordinate equipment shipping, receiving, staging, configuration, returns, secure disposal, and cellular device activations or service changes as assigned. Follow service objectives, prioritization standards, security requirements, and documented escalation procedures; elevate complex or higher-risk issues to the Senior End User Services Analyst, End User Services Manager, or appropriate subject matter expert. Create and maintain clear ticket notes, knowledge articles, standard operating procedures, and other technical documentation to improve repeatability and knowledge reuse. Collaborate with Infrastructure, Cybersecurity, HR, Procurement/Finance, and other IT staff to complete fulfillment, access, asset, and support activities. Identify recurring issues, process gaps, automation opportunities, and service improvements and bring recommendations forward to the End User Services Manager. Maintain a high level of customer service, professionalism, urgency, ownership, and follow-through across assigned work. Perform other duties as assigned.

WHAT WE’RE LOOKING FOR

0-2 years of experience in IT support, end-user services, desktop support, IT asset management, or a related technical service role; equivalent education and practical experience may be considered. Bachelor’s degree or graduating in December 2025 with BA degree in information technology or computer science. Experience supporting Windows endpoints, Microsoft 365, Teams, printers, mobile devices, and common business applications. Working knowledge of basic networking concepts and troubleshooting, including Wi-Fi, VPN, TCP/IP, and connectivity issues. Experience using a ticketing or IT service management system and documenting technical work. Experience with Ivanti ITSM/ITAM or another enterprise ITSM and asset management platform. Experience with Microsoft Intune, Autopilot, Entra ID, or modern endpoint management tools. Experience with inventory control, asset lifecycle management, procurement coordination, or equipment reconciliation. CompTIA A+, Microsoft 365, ITIL Foundation, HDI, or similar relevant certification preferred but not required. Equal Opportunity Employer/Veterans/Disabled #J-18808-Ljbffr TEPA Companies