Overview:
Overview
The End User Services Analyst provides technical support to Cajun employees across corporate offices and jobsite locations. This role is responsible for resolving technical problems involving computers, mobile devices, Microsoft 365, user accounts, applications, and related technology.
The position works closely with End User Services, Infrastructure, Security, and Business Applications to provide responsive support, improve recurring issues, and maintain a consistent employee technology experience.
Responsibilities
*The following are intended as general illustrations of the work in this job class and are not all-inclusive for this position.
End User Support
- Provide advanced technical support for hardware, software, account, connectivity, printing, and mobile device issues.
- Support employees remotely and onsite across corporate offices and project locations.
- Maintain clear ticket documentation and communicate status and resolution to users.
- Escalate issues to Infrastructure, Security, Business Applications, or vendors when appropriate.
Endpoint & Account Administration
- Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, peripherals, and end-user software.
- Support employee onboarding, transfers, and terminations, including equipment deployment and account-related activities.
- Perform routine user and device administration within Microsoft 365, Active Directory/Entra ID, endpoint management, and other IT systems.
- Assist with software deployment, patching, device compliance, and endpoint security activities.
- Maintain accurate hardware inventory and equipment assignment records.
Operational Support & Improvement
- Identify recurring support issues and work with the team to develop permanent solutions.
- Create and maintain technical documentation, knowledge articles, and standard support procedures.
- Assist with hardware refreshes, software deployments, office moves, and other end-user technology projects.
- Follow established IT security, configuration, and technology standards.
Qualifications
- Associate or bachelor's degree in Information Technology, Computer Science, or related field, or equivalent technical experience.
- 3+ years of experience in IT helpdesk, desktop support, end-user computing, or related technical roles.
- Strong knowledge of Windows, Microsoft 365, Active Directory/Entra ID, computer hardware, and common business applications.
- Experience troubleshooting desktops, laptops, mobile devices, printers, networking, and user access issues.
- Experience with endpoint management, software deployment, ticketing systems, and remote support tools.
- Strong troubleshooting, communication, documentation, and customer-service skills.
- Ability to independently prioritize and resolve multiple technical issues.
Preferred Qualifications
- Experience supporting a geographically distributed or field-based workforce.
- Experience with Microsoft Intune, Entra ID, Microsoft 365 administration, and enterprise endpoint management tools.
- Experience in construction, industrial, or another field-oriented operating environment.
- Relevant Microsoft, CompTIA, or similar technical certifications.
Physical: While performing the essential functions of this job, the employee may be required to:
- Remain in a stationary position (sitting or standing) for extended periods during office work and meetings.
- Operate a computer keyboard, mouse, and other office equipment.
- Frequently communicate and exchange accurate information in person, electronically, and during virtual or telephone meetings.
Mental: While performing the essential functions of this job, the employee may be required to:
- Direct, collaborate with, and communicate with executives, clients, and project teams.
- Interpret and apply company policies, safety protocols, and written instructions.
- Perform mathematical calculations, analyze business data, and review project estimates.
- Maintain accuracy, productivity, and attention to detail while managing competing priorities in an active office environment with frequent interruptions.
- Process, retain, and manage complex project details, contractual requirements, and client data.