IT - End User Support Analyst

Job Description: The End User Support Analyst provides first-line technical support for end users by resolving common hardware, software, account, and device issues through phone, chat, remote, and in-person support. This role helps deliver positive user experience by following established procedures, documenting work accurately, and escalating more complex issues to senior team members when needed. The position also supports device setup, onboarding and offboarding activities, inventory handling, and knowledge documentation to help maintain efficient day-to-day support operations.

• End User Technical Support:
  Provide first-line support for end users by troubleshooting common hardware, software, password, printing, mobile device, and access-related issues using approved support tools and procedures.
• Incident and Request Handling:
  Log, categorize, prioritize, and update incidents and service requests accurately in the ticketing system; follow standard workflows to help meet service level targets.
• Issue Escalation:
  Escalate complex or unresolved issues to senior analysts or other IT teams with clear notes, troubleshooting steps taken, and relevant user impact details.
• Device Setup and Deployment:
  Assist with preparing, configuring, deploying, and refreshing laptops, desktops, peripherals, and mobile devices for new hires, existing staff, and replacement requests.
• Onboarding and Offboarding Support:
  Support onboarding, offboarding, and staff move activities by coordinating device readiness, collecting returned equipment, and updating inventory records as directed.
• Inventory and Asset Tracking:
  Maintain accurate records for assigned equipment, tags, and device status; assist with inventory checks, asset returns, and basic reconciliation activities.
• Knowledge Documentation:
  Document troubleshooting steps, common solutions, and support procedures to contribute to team knowledge articles and improve consistency in service delivery.
• Customer Service and Communication:
  Communicate clearly and professionally with users, provide timely updates, and help set expectations on issue status, next steps, and resolution timelines.
• Team Collaboration and Continuous Learning:
  Work closely with team members to share knowledge, follow support standards, participate in training, and build technical skills needed for continued growth in end user support.

Job Description: The End User Support Analyst provides first-line technical support for end users by resolving common hardware, software, account, and device issues through phone, chat, remote, and in-person support. This role helps deliver positive user experience by following established procedures, documenting work accurately, and escalating more complex issues to senior team members when needed. The position also supports device setup, onboarding and offboarding activities, inventory handling, and knowledge documentation to help maintain efficient day-to-day support operations.

• End User Technical Support:
  Provide first-line support for end users by troubleshooting common hardware, software, password, printing, mobile device, and access-related issues using approved support tools and procedures.
• Incident and Request Handling:
  Log, categorize, prioritize, and update incidents and service requests accurately in the ticketing system; follow standard workflows to help meet service level targets.
• Issue Escalation:
  Escalate complex or unresolved issues to senior analysts or other IT teams with clear notes, troubleshooting steps taken, and relevant user impact details.
• Device Setup and Deployment:
  Assist with preparing, configuring, deploying, and refreshing laptops, desktops, peripherals, and mobile devices for new hires, existing staff, and replacement requests.
• Onboarding and Offboarding Support:
  Support onboarding, offboarding, and staff move activities by coordinating device readiness, collecting returned equipment, and updating inventory records as directed.
• Inventory and Asset Tracking:
  Maintain accurate records for assigned equipment, tags, and device status; assist with inventory checks, asset returns, and basic reconciliation activities.
• Knowledge Documentation:
  Document…