End User Support Analyst
hace 24 horas
Washington
Role Overview The End User Support Analyst will own Level 2 desktop and end-user support, troubleshooting hardware, software, operating systems, applications, connectivity, and peripheral devices. This full-time, onsite role supports business-critical technology, user onboarding, equipment deployments, meetings, and escalated issues while delivering dependable customer service to business users. Key Responsibilities • Provide Level 2 Desktop Support, End User Support, IT Support, and Service Desk assistance for Windows desktops, laptops, operating systems, applications, and peripherals., • Troubleshoot Microsoft 365, mobile devices, printers, business applications, hardware, software, connectivity, and user access issues., • Diagnose, prioritize, document, and resolve incidents and service requests through an IT service management (ITSM) ticketing system., • Configure, deploy, upgrade, replace, and maintain end-user hardware and software., • Support user account administration, access management, onboarding, and offboarding activities., • Provide deskside, onsite, and occasional offsite technical support for business meetings, presentations, events, and temporary technical environments., • Support conference room technology, audiovisual (AV) equipment, and video conferencing platforms., • Perform basic network troubleshooting involving Wi-Fi, VPN, DNS, LAN, and WAN connectivity., • Collaborate with infrastructure, networking, applications, and other IT teams to resolve escalated technical issues., • Provide user training and guidance for business applications, Microsoft 365, and workplace technology., • Maintain accurate technical documentation and follow established IT procedures, service standards, and support workflows., • Work onsite Monday through Friday, 9:30 AM–6:30 PM ET, with flexibility for occasional overtime or adjusted schedules based on business needs., • Lift and move technology equipment weighing up to 25 pounds as needed. Core Qualifications & Requirements • 2+ years of experience in Desktop Support, End User Support, IT Support, or Service Desk environments., • Approximately 4–5 years of overall PC hardware and software experience., • Strong troubleshooting skills with Windows operating systems and Microsoft 365 applications., • Experience supporting desktops, laptops, mobile devices, printers, peripherals, and common business applications., • Familiarity with IT service management and ticketing platforms such as ServiceNow., • Working knowledge of basic networking concepts, including LAN/WAN, VPN, Wi-Fi, and DNS., • Strong customer service orientation with the ability to support demanding or high-level business users., • Excellent communication, collaboration, organization, and problem-solving skills., • Ability to independently prioritize and resolve multiple technical issues in a fast-paced, team-oriented environment., • Proactive, dependable, professional, and willing to take initiative., • Ability to provide onsite and occasional offsite support and work overtime as needed. Nice-to-Have Qualifications • Experience supporting users in a law firm, financial services, consulting, or other professional services environment., • Experience supporting macOS devices., • Familiarity with conference room AV technology and video conferencing systems., • Exposure to network equipment, including routers, switches, and basic server infrastructure., • Experience providing white-glove or VIP technical support., • Experience supporting offsite meetings, events, or temporary technical environments., • Previous retail experience combined with IT support experience. Core Technical Skills • Operating Systems: Windows, macOS, • Productivity Applications: Microsoft 365, business applications, • Hardware and Devices: Desktops, laptops, mobile devices, printers, peripherals, PC hardware, • IT Support: Level 2 Support, Desktop Support, End User Support, Service Desk, deskside support, remote support, • ITSM and Workflows: ServiceNow, incident management, service requests, ticketing systems, user access, onboarding/offboarding, • Networking: LAN/WAN, VPN, Wi-Fi, DNS, routers, switches, • Collaboration Technology: Conference room AV, audiovisual equipment, video conferencing Career Impact Build broad, high-visibility IT experience by supporting business-critical technology, senior users, workplace systems, and cross-functional infrastructure initiatives. Compensation and Benefits • Base salary: $76,000–$106,000, depending on experience and qualifications., • Comprehensive medical, dental, and vision benefits., • Retirement savings options., • Paid time off and holidays., • Professional development opportunities., • Full-time, permanent, non-exempt position with a 40-hour workweek.