End User Support Analyst
On-siteCollierville, Tennessee, United States
Job Summary
Provide exceptional technical support to end-users via phone, email, chat, and in-person for hardware, software, and network issues. Diagnose and resolve problems including operating system errors, application failures, connectivity problems, and printer malfunctions. Install, configure, and maintain desktops, laptops, mobile devices, and peripherals. Manage user accounts and access permissions within Active Directory and Google Workspace. Document all interactions in a ticketing system and develop knowledge base articles for self-service solutions. Proactively identify potential issues before they impact users, collaborate with other teams for seamless service delivery, and provide training on tech systems. Contribute to tech policy development and stay current with emerging technologies.
Required Qualifications
- Associate's degree in Information Technology or a related field
- Proven experience (typically 2+ years) in a help desk or end-user support role
- Strong knowledge of Windows operating systems
- Strong knowledge of Google Workspace
- Strong knowledge of common desktop applications (e.g., Microsoft Office Suite, web browsers)
- Strong problem-solving and troubleshooting skills
- Exceptional communication (written and verbal) and interpersonal skills
- Ability to explain technical concepts to non-technical users
- Strong customer service orientation and a passion for helping others
- Ability to work independently and as part of a team
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Experience with ticketing systems (e.g., Cherwell, Ivanti Neurons, Service Desk)
Desired Qualifications
- Associate's degree in Information Technology or a related field preferred; equivalent experience considered
- Strong knowledge of macOS (preferred but not required)
- Experience with mobile device management (MDM) solutions
- Familiarity with networking concepts and troubleshooting (TCP/IP, DNS, DHCP)
- Excellent problem-solving and troubleshooting skills
- Relevant certifications (e.g., CompTIA A+, Microsoft MTA)
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.