IT End User Services Analyst

IT End User Services Analyst

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%