End User Support Analyst
F2Onsite · Atlanta, GA · 3 wk ago
On-siteInformation TechnologyContract
Key Responsibilities
- Provide Level 2 desktop support for enterprise users, including troubleshooting hardware, software, and connectivity issues
- Deliver walk-up and ticket-based support using ServiceNow
- Support Windows 11 environments and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
- Perform device imaging and provisioning using Azure Autopilot
- Manage hardware deployment, asset tracking, and inventory control
- Collaborate with onsite team members to maintain efficient support operations
- Occasionally support executive leadership (ELT) environments, as needed
- Independently manage and prioritize ticket queues while maintaining high service standards
Required Qualifications
- Minimum 3 years of enterprise desktop support experience
- Strong expertise with: Windows 11 support (majority of environment), Microsoft 365 / Office applications, Endpoint provisioning and imaging tools (e.g., Azure Autopilot), and enterprise collaboration tools (Outlook, Teams, SharePoint, OneDrive)
- Proven ability to handle hardware deployments and lifecycle management
Preferred Qualifications
- Experience with ServiceNow or similar ITSM platforms
- Basic knowledge of macOS environments
- Exposure to enterprise security tools (e.g., CrowdStrike)
- Prior experience in corporate or enterprise-level IT environments
- Comfort working in environments with executive-level visibility
Soft Skills & Competencies
- Strong professional demeanor, with the ability to interact effectively with senior leadership
- High emotional intelligence and strong interpersonal communication skills
- Proven ability to work independently and reliably, demonstrating ownership of assigned tasks
- Calm and composed under pressure in a high-visibility headquarters environment
Work Environment & Schedule
- Location: Onsite - Atlanta
- Schedule: 5 days per week onsite
- Team Structure: Small support team environment with an onsite full-time partner
- Support Model: Combination of ticket-based and walk-up user support