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.

• 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 escape 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.
• Installing and configuring applications and operating systems, software, and upgrades.
• Troubleshooting and repairing complex hardware and network connectivity issues.
• Removing old equipment and performing data migration to new machines.
• Assisting with the successful execution of all corporate‑wide A/V presentations while maintaining the availability and functionality of the A/V equipment.
• Resolving complex hardware maintenance issues including cell phone, telephone, Internet/intranet connectivity laptops, desktops, A/V Displays, and attached peripherals.
• Provide support for external helpdesk(s), field service organization(s), and Restaurant Technology groups with application support and maintenance management.
• Wireless networking support for corporate and field‑based users by including connectivity issues and VPN issues through wireless or hard‑wired solutions.
• Printer support for network printers and field‑based multi‑function devices, including network connectivity, software installation, minor repair, and vendor management for major repairs.
• Logging all hardware and software on any desktop, laptop, server, and peripherals and ensuring that appropriate asset tracking software is regularly run against any asset maintained by the technician.
• Logging consumable inventory used by the customer base, including completion of change inventory forms for all requested consumables by any customer.

• 4‑Year degree in IT or related field preferred; equivalent experience may be substituted in lieu of education.
• Minimum 2 years related experience in a Microsoft Server environment, prior Retail Technology experience in a QSR environment preferred.
• Prior Quick Service Restaurant experience, a plus.

• A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
• Must be a self‑motivated professional who is dedicated to assisting the customer in a tactful manner, even in the most stressful of circumstances.
• Proven skills in technology troubleshooting.
• Able to function effectively in a fast‑paced team environment.
• Quick to learn new systems and products.
• Medium to high‑level Microsoft Office 365 computer skills.
• Extensive Microsoft Outlook knowledge.
• Medium to high level of Windows 10 knowledge.
• Some knowledge of Windows 11.
• Medium to high level of Mac OS knowledge.
• iPhone, iPad, Droid phones, Microsoft Surface and Tablet Support experience a plus.
• Stays current on technology trends and passionate about technology.
• After‑hours support on a rotational basis (weekly).