Analyst II-User Support

SUMMARY

The User Support Coordinator's role is to support the operation of the organization's computing infrastructure, acting as the second level I.T. support to I.T.'s customers, and to assist I.T.'s customers through the support process.

• Provide excellent customer service to I.T.'s customers by assisting them during the support process.
• Install, configure, and maintain desktop and notebook computers and peripherals.
• Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to desktop and notebook computers that are not resolved at the I.T. Help Desk.
• Preferred HP/DELL certified technician certificate.
• Maintain an electronic software license management system via SCCM or other admin tools.
• Maintain electronic records of asset allocations from I.T. inventory via SCCM or Lansweeper.
• Occasionally deploy application packages in SCCM.
• Make recommendations to supervisor for improving customer service operations.
• Use the systems and devices provided, such as disk imaging via SCCM and software deployment systems, to resolve service issues efficiently.
• Provide second-level support for all computing infrastructure issues, with a goal of meeting metrics aligned with I.T. Customer Services' goals.
• Assume ownership of I.T.'s customers' service requests assigned to them, ensuring that requests are handed off to higher tiers of support when needed.
• Must be able to travel to other local sites within a 120‑mile radius.
• Provide high-quality and timely communications to I.T.'s customers during the service process, logging actions into the I.T. work order.
• Maintain and project a professional attitude toward I.T.'s customers at all times.
• Diligently ensure all service requests are handled in a timely manner to customer satisfaction.
• Provide alternatives when necessary to meet customer business requirements.
• Provide support to the I.T. Help Desk and other I.T. personnel as needed.
• Advise the User Support Supervisor on technical issues and make recommendations on technology within the area of expertise.
• Perform the primary thinking encompassed by this job description.
• Comply with all company policies and procedures.
• Support company goals of continuous improvement and operational excellence by reviewing areas for improvement opportunities and participating in project teams.
• Any additional responsibilities or tasks as necessary.

• Minimum 5 years' experience in on‑site computer support.
• Familiar with a broad range of computer operating problems and solutions.
• Strong background in computer repair and support.
• Excellent customer‑service and problem‑solving skills.
• Excellent verbal and written communication skills.
• Helpful and patient attitude.
• Energetic and positive attitude.
• Customer‑focused.
• Self‑starter, yet willing and able to take and execute direction when needed.
• Seeks to expand knowledge and grow in position.
• Works well in a team environment.

While performing the duties, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The noise level is usually moderate, normally based in an office. Some work may be required in operating units, which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and require usage of stairs and elevators. Travel, including air travel or auto travel, may occasionally be required.

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.