End User Computer Analyst

The End User Computer Analyst is responsible for providing technical support and troubleshooting services to end users within the organization. This role ensures all desktops, laptops, mobile devices, printers, and other peripherals function efficiently and meet company standards. The analyst plays a critical role in user satisfaction and IT operational effectiveness.
Key Responsibilities:

• Provide first and second-level technical support for hardware, software, and networking issues.
• Configure, deploy, and support end-user devices including desktops, laptops, tablets, and mobile phones.
• Install and maintain operating systems, productivity tools, antivirus software, and custom applications.
• Manage Active Directory accounts, permissions, and security groups.
• Monitor, prioritize, and respond to tickets and service requests in a timely manner.
• Maintain asset inventory and ensure equipment lifecycle management.
• Troubleshoot peripheral devices such as printers, scanners, and VoIP phones.
• Support remote users using tools such as VPN, RDP, and remote desktop software.
• Collaborate with infrastructure and cybersecurity teams to enforce IT policies.
  
• Document technical procedures, solutions, and user guides.
• Participate in IT projects including software rollouts, system upgrades, and migrations.
  

Requirements:
Education & Experience:

• Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 25 years of experience in an end-user support or helpdesk environment.
  

Technical Skills:

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  Proficiency with Windows and macOS operating systems.
• Familiarity with Office 365, Microsoft Teams, and common enterprise applications.
• Experience with ServiceNow, Jira, or similar ticketing systems.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with imaging tools (e.g., SCCM, MDT) and remote support tools.
  

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving ability.
• Ability to work independently and in a team.
• Strong attention to detail and documentation.