Analyst , End User

Technology Organization End User Analyst, I Job Summary

The End User Analyst I within Workplace Support (WPS) is responsible for delivering high-quality, efficient, and proactive end-user technology support across desktop, hardware, and conferencing environments. This role focuses on improving business partners (BPs) digital experience through proactive monitoring, automation, standardization, and customer‑centric service delivery.

The Analyst I partners with multiple Technology Organization (TO) departments and business stakeholders to reduce incidents, improve resolution times, and enable scalable, self‑service support models. This role also plays a key part in supporting enterprise initiatives including end user and conference room technology refresh programs, storm restorations, and major events.

Minimum Requirement:

Associate degree in a technology‑related field, or equivalent military or relevant work experience.

Preferred:

Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline with minimum of 3 years related experience.

• Provide advanced support for desktop, hardware, and other workplace technologies, ensuring timely resolution of incidents and requests.
• Analyze ticket trends and resolution data to identify opportunities to improve customer experience and reduce time‑to‑resolution.
• Identify recurring issues through trend analysis and contribute to problem management efforts.
• Triage incidents promptly upon assignment and validate proper categorization and routing.
• Leverage Digital Experience (DEX) tools to proactively monitor, diagnose, and resolve issues before user impact.
• Develop and implement scripts, automation, and workflows to improve support efficiency and reduce repeat issues.
• Identify high‑volume support issues and drive shift‑left solutions through knowledge articles, guided self‑service, and automation.
• Execute proactive diagnostics, monitoring, and remote remediation actions to reduce reactive incidents.
• Promote and expand adoption of self‑service platforms to reduce local analyst support demand.
• Support management of spare and loaner devices, ensuring proper tracking, lifecycle control, and inventory accuracy.
• Participate in initiatives to improve endpoint security, including OS upgrades and BIOS/security remediation efforts.
• Ensure compliance with organizational cybersecurity policies and operational procedures.
• Drive measurable improvements in MTTR, ticket volume reduction, and customer satisfaction.
• Support our end‑user computing environment, handling break‑fix issues, system reimages, hardware replacements, lifecycle refreshes, and upgrades to MS Teams conference rooms.
• Provides platinum level support to company executives.
• Collaborate with business units and other Technology Operations departments to resolve incidents and problems.
• Offer specialized technical assistance to business partners as needed, including support at critical locations.
• Establishes and maintains positive relationships with key business partners, ensuring exceptional customer service.
• Cooperates with TO End User Analysts, TO Planning Analysts, Application Portfolio teams, and other TO groups to create a dedicated support network.
• Storm Center support, including after‑hours when required for storm‑related events, major events, and vital 24/7 operations.

• Experience with Digital Experience Monitoring tools (e.g., Nexthink or similar)
• Experience with automation, scripting, or workflow design
• Knowledge of ITIL practices including incident, problem management, and change management
• Experience supporting conference room technologies and AV environments

• Proficient technical knowledge of office computing environments including PC hardware, Microsoft Windows, Microsoft Office suite (i.e., Outlook, Word, Excel, PowerPoint, Teams, SharePoint) and infrastructure as well as their interaction and relevance in solving business problems.
• Strong analytical and problem‑solving skills
• Customer‑focused mindset with a commitment to service excellence
• Ability to identify trends and drive continuous improvement
• Col…