IT End User Analyst
$25 per hourTemporary
Kforce has a client seeking a IT End User Analyst in Miami, FL (Florida). Summary: We are seeking a versatile IT End User Analyst with a blend of technical support, ServiceNow administration, reporting, and analytical expertise. This role serves as a key liaison between end users and IT teams, providing L1/L2 support, managing ServiceNow operations, analyzing support trends, and driving process improvements to enhance service delivery and user experience. Responsibilities:
- Provide desktop and L1/L2 support for hardware, software, network, and application issues
- Troubleshoot and resolve end-user incidents and service requests while meeting SLA requirements
- Support Windows, Microsoft 365, collaboration tools, mobile devices, printers, and enterprise applications
- Manage ServiceNow incidents, requests, problem records, and knowledge base content
- Monitor ticket queues and ensure proper categorization, prioritization, and escalation
- Develop and maintain ServiceNow reports, dashboards, and performance metrics
- Analyze ticket trends, SLA performance, resolution times, and user satisfaction data
- Perform root cause analysis on recurring incidents and recommend corrective actions
- Collaborate with IT teams to streamline workflows and improve operational efficiency
- Support asset management, technology rollouts, upgrades, and user adoption initiatives
- Assist with IT audits, compliance reporting, and continuous improvement efforts
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience
- 3+ years of IT support, help desk, desktop support, or end-user computing experience
- Hands-on experience with ServiceNow incident, request, and knowledge management modules
- Experience creating and maintaining ServiceNow reports and dashboards
- Strong troubleshooting skills across desktop, mobile, and enterprise applications
- Knowledge of Microsoft 365 and enterprise end-user technologies
- Strong analytical, problem-solving, and customer service skills
- Excellent verbal and written communication skills
Vacancy posted 12 days ago
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