IT End User Support Analyst
About the role
The End User Support Analyst manages and supports the company's desktop software and hardware assets (PC, laptop, tablets, and other IP‑based mobile devices). This includes overall management of the systems OS, performing patches and upgrades to desktop software (client‑based only), providing general support for basic Microsoft Office 365 functions and features, administering desktop licensing and security, and collaborating with other IT functions as part of the IT Infrastructure and Operations Team. The role is based in Scranton, PA, reports to the Director of Infrastructure & Operations, involves approximately 10% travel, and requires working in both plant and office environments with eye and foot protection mandatory in the plant, as well as physical movement such as bending and lifting up to 40 lbs. Scope Decision Impact: Organization/Department; Responsibility: Information Technology; Budgetary (P&L) Responsibility: No; Direct Reports: No.
Responsibilities
- Managing and executing solutions for inbound tickets and requests through IT ServiceDesk
- Diagnosing and resolving desktop problems regarding OS and desktop application configurations, including required patches and software incompatibilities
- Installing and configuring component hardware on PCs, laptops, tablets, and other IP‑based mobile devices
- Providing media and telecom support for conferencing and display monitors
- Defining and ensuring conformance to established desktop policies, procedures, and standards
- Managing the organization and documentation of computer‑related assets within MACtac, including non‑deployed hardware
- Researching and recommending next‑generation desktop solutions, standards, and policies to best meet company needs
- Managing and documenting backup/restore procedures of desktop files
- Collaborating with LAN, Applications Development, and Business Services Management IT Departments on cross‑functional issues and requests
- Minimum B.S. in Computer Science, MIS, or related field
- 1‑3 years of hands‑on experience in desktop support for a medium to large company
- Additional Microsoft certifications preferred (MTA, MCSA)
- Working knowledge of Windows operating systems
- Organizational skills and ability to manage multiple tasks with limited oversight
- Ability to work weekends and nights as required
- Ability to analyze relationships among several parts of a problem or situation and thoroughly break down complex problems into manageable parts
- Ability to accomplish monthly objectives and address current opportunities
- Ability to effectively communicate, both in writing and verbally, with people of various educational and technical backgrounds, both inside and outside the company