User Support Analyst

The User Support Analyst provides responsive, business-focused technology support for employees at the Monterey Park location and for users who are part of national teams, including Customer Service, Sales, and other distributed business functions. This role serves as an onsite technology support presence for the Monterey Park office while also supporting remote users, devices, collaboration tools, meeting technology, and standard business applications.

The role is accountable for resolving end-user technology issues, supporting productive meetings, improving the employee technology experience, and coordinating with specialized IT teams when escalation is required

• Provide end-user technology support by diagnosing, resolving, documenting, and escalating issues related to computers, mobile devices, peripherals, printers, collaboration tools, access, productivity applications, and standard business systems.
• Serve as the onsite technology support resource for the Monterey Park, CA location by supporting employees, shared work spaces, office devices, conference rooms, meeting spaces, printers, and workplace technologies required for daily business operations.
• Support distributed business users, including Customer Service, Sales, and other national teams, by delivering timely technology assistance that enables reliable access to systems, applications, devices, and collaboration tools.
• Support onsite, hybrid, and virtual meeting readiness by troubleshooting conference room technology, audiovisual equipment, collaboration platforms, device connectivity, and meeting-related technology issues.
• Coordinate effective incident resolution and escalation by identifying issues requiring infrastructure, security, application, vendor, or specialized IT support and ensuring issues are documented, routed, and communicated clearly through resolution.
• Support employee lifecycle technology needs by assisting with onboarding, offboarding, equipment deployment, access request coordination, device recovery, role changes, and user readiness activities in alignment with company standards.
• Improve the employee technology experience by identifying recurring issues, support trends, and service gaps, and recommending practical improvements that increase support effectiveness, user productivity, and service quality.
• Participate in the advancement Rehrig Pacific’s AI roadmap by identifying repeatable user support scenarios and workflow patterns that may be candidates for agentic solutions, automation, self-service, AI-assisted triage, or AI-enabled knowledge retrieval.
• Partner with Digital Experience, Application Reliability, and other IT teams to validate, test, and improve AI-enabled support capabilities by providing frontline feedback on usability, accuracy, escalation quality, employee experience, and operational effectiveness.
• Create and maintain support knowledge resources by documenting common issues, resolution steps, user guidance, and self-service materials that improve support consistency, reduce repeat requests, and strengthen the knowledge base used by employees, support teams, and approved AI-enabled solutions.
• Participate in assigned critical incident or after-hours support by triaging urgent technology issues, resolving issues within role capability, and escalating to the appropriate technical resources when specialized support is needed.

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent relevant experience.
• Minimum of 2 years of experience providing end-user technology support in a corporate or multi-location business environment.
• Familiarity with AI-enabled productivity tools,…