IT - End User Support Analyst

About the role

The End User Support Analyst provides first-line technical support for end users by resolving common hardware, software, account, and device issues through phone, chat, remote, and in-person support. This role helps deliver a positive user experience by following established procedures, documenting work accurately, and escalating more complex issues to senior team members when needed.

Responsibilities

• Provide first-line support for end users by troubleshooting common hardware, software, password, printing, mobile device, and access-related issues using approved support tools and procedures.
• Log, categorize, prioritize, and update incidents and service requests accurately in the ticketing system; follow standard workflows to help meet service level targets.
• Escalate complex or unresolved issues to senior analysts or other IT teams with clear notes, troubleshooting steps taken, and relevant user impact details.
• Assist with preparing, configuring, deploying, and refreshing laptops, desktops, peripherals, and mobile devices for new hires, existing staff, and replacement requests.
• Support onboarding, offboarding, and staff move activities by coordinating device readiness, collecting returned equipment, and updating inventory records as directed.
• Maintain accurate records for assigned equipment, tags, and device status; assist with inventory checks, asset returns, and basic reconciliation activities.
• Document troubleshooting steps, common solutions, and support procedures to contribute to team knowledge articles and improve consistency in service delivery.
• Communicate clearly and professionally with users, provide timely updates, and help set expectations on issue status, next steps, and resolution timelines.
• Work closely with team members to share knowledge, follow support standards, participate in training, and build technical skills needed for continued growth in end user support.

Requirements

• Associate or bachelor's degree preferred, or 1 to 3 years of relevant experience in IT support, customer service, or a related technical environment.
• Experience should include routine end-user support activities such as incident intake, password or access support, basic hardware/software troubleshooting, ticket documentation, user communication, and escalation of issues that require advanced technical support.

Preferred Qualifications

• Relevant foundational certifications such as CompTIA A+, ITF+, HDI Support Center Analyst, or similar entry-level support certification.
• CompTIA A+, Network+, and/or ITF+.
• HDI Support Center Analyst (HDI-SCA) or similar service desk certification.
• Microsoft, Apple, or device support certifications relevant to the supported environment.
• ITIL Foundation certification.

Skills

Knowledge

• Basic knowledge of end user support processes, including incident, request, and escalation handling.
• Familiarity with ticketing systems such as ServiceNow or similar support platforms.
• Working knowledge of Windows, common business applications, printers, laptops, and mobile devices.
• Awareness of account support activities such as password resets, access requests, and device setup.
• Understanding of customer service principles and techniques for supporting end users.
• Familiarity with remote support tools and basic troubleshooting methods.
• Awareness of inventory handling, asset tracking, and documentation practices.
• General awareness of IT security, data handling, and compliance expectations.

Abilities

• Strong verbal and written communication skills.
• Ability to troubleshoot routine technical issues in a structured and customer-focused manner.
• Ability to follow established procedures, document work accurately, and maintain attention to detail.
• Good time management and prioritization skills in a fast-paced support environment.
• Ability to work independently on assigned tasks and collaborate effectively with team members.
• Professional customer service skills, including patience, follow-through, and clear status updates.
• Willingness to learn new technologies, tools, and support processes.
• Ability to handle routine support interactions through email, chat, phone, and in-person assistance.

Scope of Accountabilities

• Provides first-level support for routine end user incidents and service requests across supported devices, applications, and access needs.
• Follows established support procedures, documents work accurately, and escalates issues that require advanced troubleshooting or additional approvals.
• Supports onboarding, offboarding, device deployment, and basic asset tracking activities for assigned users and equipment.
• Contributes to service quality by maintaining accurate tickets, meeting assigned service expectations, and communicating clearly with end users and team members.
• Helps maintain inventory accuracy, knowledge documentation, and adherence to security and compliance requirements within assigned tasks.