IT End User Services Analyst
Position Summary
The IT End User Services Analyst provides foundational technical support to all users. They assist in analyzing and troubleshooting issues related to end-user computing digital assets (e.g., laptops, desktops, printers, mobile phones) and serve as a point of escalation for incidents that require local resolution. They work alongside the Platform Service Team to support corporate infrastructure and participate in various IT projects.
Responsibilities
- Respond to service desk tickets and outages via phone, email, or online systems, ensuring incident management and escalation when necessary.
- Provide second-level user support for hardware and software issues.
- Aid in hardware and software installation/configuration according to corporate policies and guidelines.
- Support PC replacement programs and emergency equipment exchanges.
- Help with local backup operations in alignment with corporate policies.
- Maintain confidentiality on all user data and related information.
- Perform miscellaneous job-related duties as assigned.
- Strong emphasis on Manufacturing and/or Plant experience
- Matrix management style
Qualifications
- Bachelor's degree or equivalent experience.
- A+ certificate or 1-2 years’ experience with a technical support environment.
- End User and/or Customer Facing support.
- 1-3 years of experience in MS Windows desktop operating system deployment.
- Basic understanding of Software Distribution and Patch Management tools.
- Ability to create and manage IT tickets effectively is required.
- Experience with ServiceNow preferred.
- Basic knowledge of network infrastructure and security principles.
- Experience with Apple Mac deployment and support is a plus.
About the Team
The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.
Our Core Principles
- Safety.
- Integrity.
- Respect.
- Teamwork.
- Inclusion.
Strategic Priorities
- High-Performance Culture
- Customer Focus
- Operational Excellence
- Innovation
- Financial Strength
Vertiv
Virtiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers' vital applications to run continuously, perform optimally and grow with their business needs. Virtiv solves the most important challenges facing today's data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Virtiv employs around 34,000 people and does business in more than 130 countries. Visit Virtiv.com to learn more.
Work Authorization
No calls or agencies please. Virtiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.