User Support Analyst
$80,000–$90,000 year
On-siteMonterey Park, California, United States
Job Summary
Diagnose, resolve, and document end-user technology issues for onsite employees at the Monterey Park office and distributed national teams including Customer Service and Sales. Manage shared workspaces, conference room technology, and collaboration tools while coordinating escalations to specialized IT resources for infrastructure or security matters. Assist with employee lifecycle activities such as onboarding, offboarding, and device deployment, then identify recurring trends to recommend practical improvements for support effectiveness. Participate in critical incident triage and after-hours support as needed. Contribute to the company's AI roadmap by identifying workflow patterns suitable for automation or self-service solutions, and partner with Digital Experience teams to validate AI-enabled support capabilities. Maintain support knowledge resources and user guides to strengthen the knowledge base. Requires onsite presence at least two days per week with occasional travel.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent relevant experience
- Minimum of 2 years of experience providing end-user technology support in a corporate or multi-location business environment
- Experience supporting onsite and remote employees, including users who work across different offices, regions, or national business teams
- Experience supporting conference room technology, audiovisual equipment, Microsoft Teams or similar collaboration platforms, and hybrid meeting environments
- Working knowledge of modern endpoint operating systems, mobile devices, printers, peripherals, productivity tools, collaboration platforms, and common Software-as-a-Service applications
- Ability to troubleshoot hardware, software, connectivity, access, printing, device, and user workflow issues using structured problem-solving and clear documentation
- Strong customer service and communication skills, including the ability to listen carefully, explain technical issues in user-friendly language, and remain professional during urgent or frustrating situations
- Ability to prioritize competing requests based on business impact, urgency, and customer need while maintaining accurate ticket documentation
- Ability to lift, move, configure, and deploy standard technology equipment as required
- Ability to work onsite at the Monterey Park office at least 2 days per week and travel occasionally to support other company locations, approximately 10%
Desired Qualifications
- Familiarity with AI-enabled productivity tools, automation concepts, self-service support models, or agentic solution use cases preferred, including the ability to identify practical opportunities to improve support efficiency and employee experience
- Experience creating or updating knowledge articles, user guides, training materials, or support documentation preferred
- CompTIA A+, Network+, Microsoft, ITIL Foundations, or similar industry-recognized certifications preferred
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