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.
1. 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.
2. 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.
3. 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.
4. 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.
5. Onboarding and Offboarding Support: Support onboarding, offboarding, and staff move activities by coordinating device readiness, collecting returned equipment, and updating inventory records as directed.
6. Inventory and Asset Tracking: Maintain accurate records for assigned equipment, tags, and device status; assist with inventory checks, asset returns, and basic reconciliation activities.
7. Knowledge Documentation: Document troubleshooting steps, common solutions, and support procedures to contribute to team knowledge articles and improve consistency in service delivery.
8. 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.
9. 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.
Education/Experience
" Associate or bachelor's degree preferred, or 1 to 3 years of relevant experience in IT support, customer service, or a related technical environment.
" Experience should include routine end-user support activities such as incident intake, password or access support, basic hardware/software troubleshooting, ticket documentation, user communication, and escalation of issues that require advanced technical support.
Special Licensing or certifications (if applicable)
" Relevant foundational certifications such as CompTIA A+, ITF+, HDI Support Center Analyst, or similar entry-level support certification are preferred but not required.
Additional licensing, certifications, registrations (preferred)
" CompTIA A+, Network+, and/or ITF+
" HDI Support Center Analyst (HDI-SCA) or similar service desk certification
" Microsoft, Apple, or device support certifications relevant to the supported environment
" ITIL Foundation certification
Knowledge, Skills, and Abilities:
Knowledge:
" Basic knowledge of end user support processes, including incident, request, and escalation handling
" Familiarity with ticketing systems such as ServiceNow or similar support platforms
" Working knowledge of Windows, common business applications, printers, laptops, and mobile devices
" Awareness of account support activities such as password resets, access requests, and device setup
" Understanding of customer service principles and techniques for supporting end users
" Familiarity with remote support tools and basic troubleshooting methods
" Awareness of inventory handling, asset tracking, and documentation practices
" General awareness of IT security, data handling, and compliance expectations
Skills and Abilities:
" Strong verbal and written communication skills
" Ability to troubleshoot routine technical issues in a structured and customer-focused manner
" Ability to follow established procedures, document work accurately, and maintain attention to detail
" Good time management and prioritization skills in a fast-paced support environment
" Ability to work independently on assigned tasks and collaborate effectively with team members
" Professional customer service skills, including patience, follow-through, and clear status updates
" Willingness to learn new technologies, tools, and support processes
" Ability to handle routine support interactions through email, chat, phone, and in-person assistance
Scope of accountabilities includes (examples):
" Provides first-level support for routine end user incidents and service requests across supported devices, applications, and access needs.
" Follows established support procedures, documents work accurately, and escalates issues that require advanced troubleshooting or additional approvals.
" Supports onboarding, offboarding, device deployment, and basic asset tracking activities for assigned users and equipment.
" Contributes to service quality by maintaining accurate tickets, meeting assigned service expectations, and communicating clearly with end users and team members.
" Helps maintain inventory accuracy, knowledge documentation, and adherence to security and compliance requirements within assigned tasks.