End User Service Analyst

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DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

The End User Service Analyst role will support and maintain in-house technology equipment and IT assets. This includes imaging, installing, configuring, diagnosing, repairing, and upgrading assets for deployment to customer facing sites as well as internal sites. The right candidate will maintain reports on activities, track projects, prepare metrics, maintain inventory levels, and provide recommendations on emerging technology.This position will conduct research on computer products in support of procurement and development in an effort to evaluate and recommend hardware products for purchase.Role acts as a point of contact for hardware and will involve multiple teams and departments within DHL.

Key Responsibilities:

Prepare, maintain and uphold procedures for logging, reporting, and monitoring hardware levels and their correct registration in our systems (GSN, AD, ITHAM, etc.

Monitor and test performance of IT assets and provide statistics/reports

Accurately document instances of hardware failure, repair, installation, and removal/recycling

Support administration of IT user support plans and processes to effectively resolve user hardware and software problems

Image, configure, test, maintain, monitor, and troubleshoot end user workstation hardware and software

Where required, provide on-site analysis, diagnosis, and resolution of related assets

Assist in developing long-term strategies and capacity planning for meeting future hardware needs

Liaise with cross-functional teams on providing recommendations on IT assets

If necessary, liaise with third-party support and vendors

Data analysis and data reporting

Creation/Enhancement and Analysis of the reporting by PowerShell Scripts

Analyze and conduct research on computer products, support the procurement and development process to keep up with emerging technologies

Construct and test customized configurations based on various platforms and operating systems

Monitor all printers in US and the associated service, inventory, and billing

Document best practices and adhere to laid down standards and processes

Provide technical functional guidance, advice and training to other teammates

Skills & Qualifications:

Experienced Professional contributor with responsibility for an advanced area of work in the professional IT field

BS/BA in related discipline, A+ Certification, or related experience

Attention to detail and data analysis skills a must

Project Management experience a must

Global Service Now (GSN) knowledge is a must

Hands-on hardware troubleshooting experience

Ability to operate tools, components, and peripheral accessories

Able to read and understand technical manuals, procedural documentation

Effective interpersonal skills and relationship-building skills

Strong written and oral communication skills

Ability to effectively prioritize and execute tasks in a high-pressure environment

Analytical and problem-solving abilities

Employee Benefits & Incentives

DHL benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

Competitive Pay

Bonus/Incentive Programs

Retirement Savings – 401K with company match

myShares – Voluntary plan to buy discounted company shares

Medical, Dental, Vision, well-being programs

Tuition Reimbursement

Generous Paid Time Off – Starting at 4 Weeks (PT/FT)

Paid Leave

Employee Discount Program

Employee Assistance & Work Life Program

Outstanding training opportunities

DHL is committed to working with and providing reasonable accommodations to persons with disabilities. The job application process includes this application and possibly one or more interviews. If you believe that you might need a reasonable accommodation for any part of the application process, please send an e-mail to, and include your contact information and the requested accommodation. Only messages related to requests for these types of reasonable accommodations will be returned.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic, The EEO is the Law and supplement are available here: Know Your Rights: Workplace Discrimination is Illegal (dol.gov) (