End User Support Analyst

The End User Support Analyst is responsible for delivering high-quality technical support and customer service to internal users by resolving hardware, software, and network issues.

This role serves as a primary point of contact for end-user technology needs, ensuring timely troubleshooting, issue resolution, and a seamless user experience.

The analyst supports a wide range of IT systems—including desktops, laptops, operating systems (Windows and macOS), enterprise applications, and identity management tools—while managing and prioritizing support tickets.

They collaborate cross-functionally with infrastructure, development, and application teams to escalate complex issues and drive resolution.

• Responsible for providing end-user support and software, hardware, and network assistance. Equally comfortable supporting either Windows or Mac OS.
• Relies on experience and judgment as well as pre-established procedures and instructions to identify, research, and resolve technical problems.
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
• Triage Level II and Level III trouble tickets.
• Interface with infrastructure, database, and development personnel.
• Ability to complete multiple simultaneous projects in a timely manner.
• Analyzing and identifying trends and devising preventative solutions.
• Performs other duties or special projects as assigned.
• Collaborate with development staff to recreate problems in the test environment.
• Verify with the customer that the issue has been resolved and update the ticketing system.
• Communicate plans, progress, and issues in a timely manner.
• Actively contribute to ongoing process improvement when working issues and requests through email, phone, tech bar, and bot interaction
• Mentoring other help desk personnel on hardware and software problem analysis and resolution.
• Recognizing, analyzing, and knowing when to escalate high-complexity issues to the Application Support team, while providing supporting analysis artifacts.
• Installing, configuring, and maintaining desktop, VM, and laptop PCs and peripherals such as printers.