Location: Hybrid - Onsite at least 2 days per week.
Purpose of the Role
The User Support Analyst provides responsive, business-focused technology support for employees at their local facility and any assigned business units. This includes support for users, devices, collaboration tools, meeting technology, and standard business applications. The role is accountable for resolving end-user technology issues, improving the employee technology experience, and coordinating with specialized IT teams when escalation is required.
Areas of Accountabilities
- Diagnose, resolve, document, and appropriately escalate issues related to computers, mobile devices, peripherals, printers, collaboration tools, access, productivity applications, and standard business systems.
- Maintain operational readiness of the workplace technology at assigned locations including shared workspaces, office devices, conference rooms, meeting spaces, printers, and workplace technologies required for daily business operations.
- Deliver timely technology assistance to employees in assigned functional groups in remote or hybrid settings, enabling reliable access to systems, applications, devices, and collaboration tools.
- 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.
- Execute employee lifecycle technology activities, including equipment deployment and recovery, onboarding and offboarding support, role-change preparation, and access-request coordination in alignment with company standards.
- Analyze recurring incidents, support trends, and service gaps, and recommend practical improvements, knowledge resources, automation opportunities, and self-service solutions that improve consistency and reduce repeat requests.
- Identify 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.
- 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.
- Triage urgent critical-incident and after-hours support regarding technology issues, resolving issues within role capability, and escalating to the appropriate technical resources when specialized support is needed.
Knowledge, Skills, and Experience
- Bachelor’s degree in Information Technology, or a related field, or equivalent relevant experience.
- 2+ years of experience providing end-user tech support in a corporate or multi-location business environment, including onsite and remote teams.
- Working knowledge of endpoint operating systems, mobile devices, peripherals, printers, productivity applications, collaboration platforms, and common Software-as-a-Service applications.
- Ability to troubleshoot hardware, software, connectivity, access, device, and user-workflow issues using structured problem-solving and clear documentation.
- Experience creating support documentation, knowledge articles, user guides, or training materials preferred.
- Relevant CompTIA A+, Microsoft, ITIL Foundations, or similar certifications preferred.
- Ability to lift, move, configure, and deploy standard technology equipment as required.
- Willingness to travel domestically approximately 20%.
