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.
- Provide hands-on assistance for IT project implementations.
- 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.
Qualifications
- A+ certificate or 1-2 years’ experience in an end user support environment.
- 1-3 years of experience in MS Windows desktop operating system deployment.
- Basic understanding of Software Distribution and Patch Management tools.
- Experience with ITSM systems like ServiceNow.
- Basic knowledge of network infrastructure and security principles.
About the Team
The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities. Vertiv promotes 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.