IT End User Services Senior Analyst

POSITION SUMMARY · 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. · 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%