Programmer Analyst - End Use

Department/Unit:
Information Systems & Services.

Work Shift:

Day (United States of America). Salary Range: $70,068.00 - $.

Business System Program Analyst II position provides frontline technical support for desktop computing environments, endpoint deployment, audiovisual technologies, and end-user services. This role is responsible for installing, configuring, troubleshooting, and maintaining computer hardware, software, mobile devices, and meeting room technologies while delivering exceptional customer service. The analyst serves as a key resource in ensuring a reliable, secure, and productive technology experience for employees, executive leaders, and stakeholders.

• Desktop and End User Support
  • Provide Tier 1 and Tier 2 technical support for desktop computers, laptops, mobile devices, printers, and peripherals.
  • Diagnose and resolve hardware, software, operating system, and connectivity issues.
  • Install, configure, and maintain Windows and other supported endpoint devices.
  • Troubleshoot Microsoft 365 applications, email, collaboration tools, and business software.
  • Document incidents, service requests, and resolutions within the IT service management system.
  • Escalate complex issues to appropriate technical teams when necessary.
• Computer Imaging and Deployment
  • Create, maintain, and deploy standardized computer images.
  • Configure and provision new computers and mobile devices for end users.
  • Perform equipment refreshes, upgrades, and asset replacement activities.
  • Manage hardware inventory and technology asset tracking.
  • Ensure endpoint compliance with organizational security and configuration standards.
  • Coordinate equipment deployments and user onboarding activities.
• Audio Visual and Meeting Technology Support
  • Support executive meeting, conference room, classroom, and collaboration technologies.
  • Configure and troubleshoot audiovisual equipment including displays, projectors, microphones, speakers, cameras, and presentation systems.
  • Assist with virtual and hybrid meetings utilizing platforms such as Microsoft Teams, Cisco Telepresence, and other associated technologies.
  • Provide onsite support for executive meetings, presentations, training events, and special functions.
  • Maintain meeting room technology and coordinate vendor support when required.
  • Recommend improvements to audiovisual systems and user experience.
• Customer Service and User Engagement
  • Deliver professional, responsive, and customer-focused technical support.
  • Communicate technical information clearly to users of varying technical abilities.
  • Develop positive working relationships with staff, leadership, vendors, and stakeholders.
  • Follow established service level agreements and performance standards.
  • Create and maintain user documentation, knowledge articles, and technical procedures.
  • Participate in user training and technology awareness initiatives.

• Associate degree in Information Technology, Computer Science, or related field; equivalent experience may be substituted.
• 2–5 years of experience supporting desktop computing environments.
• Experience with Windows operating systems, desktop hardware, and peripheral devices.
• Experience with computer imaging, deployment, and endpoint provisioning processes.
• Hands‑on experience with installing and supporting AV systems, infrastructure hardware and meeting room technologies.
• Knowledge of Microsoft 365 applications and collaboration platforms.
• Strong troubleshooting and problem‑solving skills.
• Excellent verbal and written communication skills.
• Demonstrated commitment to exceptional customer service.

• Experience with endpoint management solutions such as Microsoft Intune, SCCM, or similar tools.
• Experience supporting healthcare, education, or enterprise environments.
• Familiarity with Active Directory, Azure AD, and identity management.
• Experience with Service Now or other IT service management platforms.

• Customer Service Excellence
• Technical Troubleshooting
• Desktop Support
• Endpoint Deployment and Imaging
• Audio Visual Systems Support
• Communication Skills
• Team Collaboration
• Time Management
• Documentation and Process Improvement
• Adaptability and…