IT End User Services Analyst

Description

POSITION SUMMARY

The IT End User Services Senior Analyst role is responsible for providing proficient technical support to users, following standardized processes to resolve issues related to end-user computing digital assets. This position requires deeper technical expertise than the End User Services Analyst and involves working closely with external suppliers and the Platform Service Team to ensure the efficient operation of corporate infrastructure and IT projects.

RESPONSIBILITIES

Diagnose and troubleshoot hardware/software issues to document and resolve problems.

Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.

Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.

Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.

Collaborate with cross-functional teams to solve end-user technology issues.

Assist with asset management and maintain stock levels of spare equipment.

Support the Platform Service Team in backup operations and PC replacement programs.

Keep IT management informed about the state of local infrastructure.

QUALIFICATIONS

Bachelor's degree or equivalent experience.

2-4 years of experience in MS Windows desktop operating system deployment.

Strong understanding of software distribution tools and network infrastructure principles.

Experience with Mobile Device Management.

PHYSICAL & ENVIRONMENTAL DEMANDS

Medium lifting (30 lbs. – 45 lbs.)

Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders).

TIME TRAVEL REQUIRED

10%