The End User Support Analyst position provides technical support including maintenance of the computer desktop environment by understanding and analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the USRA IT Helpdesk. This position is responsible for the administration and internal support of USRA’s computers (Mac/PCs), printers, and related equipment. Tasks include end-user support, license tracking, and performing Mac/PC maintenance, upgrades, and configurations.

　　This position will support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. This position may require independent work, sharing information, and assisting others with work orders.

　　Essential Duties/Responsibilities:

　　Provide helpdesk support and resolve problems to the end user’s satisfaction.

　　Monitor and respond quickly and effectively to requests received through the IT Helpdesk “ticketing” system.

　　Monitor the IT Helpdesk “ticketing” system for tickets assigned to the queue and process first-in first-out based on priority and request type.

　　Modify configurations, utilities, software default settings, etc. for local workstations.

　　Utilize and maintain the helpdesk tracking software, Jira.

　　Proposes ongoing improvements to support processes and documents current and new procedures.

　　As directed and per process, assist with onboarding and offboarding of users such as account creation, Mac/PC setup, and deployment for new employees using standard hardware, images, and software.

　　As directed, install, test, and configure new workstations, peripheral equipment, and software.

　　Per the process, maintain inventory of all equipment, software, and software licenses.

　　Escalate network issues to the Network Operations Department.

　　As directed, assign users and computers to proper groups in Active Directory.

　　As directed, perform timely workstation hardware and software upgrades as required.

　　Required Qualifications:

　　Education:

　　Associate degree in computer science or related field.Experience:

　　4+ years’ professional experience.

　　Ability to work extended hours and weekends as necessary.

　　Excellent Customer Service reviews.

　　Experience in troubleshooting computer hardware and software systems.

　　PREFERRED: Jira Service Management experience.

　　Knowledge, Skills & Abilities:

　　The End User Support Analyst will provide front-line primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to the Service Level Agreement (SLA). The End User Support Analyst must have excellent problem-solving skills to diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

　　The End User Support Analyst will also perform root cause analysis (RCA), develop checklists for typical problems, and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. This position may require independent work, sharing information, and assisting others with work orders.

　　Attributes:

　　Highly organized and efficient, able to multitask and prioritize effectively to accomplish objectives with creativity, initiative, and mindfulness.

　　Creative, resourceful, and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic.

　　Communicates frequently on the status of assignments and actively seeks clarification on requirements, due dates, and questions to ensure timely completion of responsibilities.

　　Closely follow guidance and direction.

　　Technology:

　　REQUIRED: Hands-on experience working in an end-user desktop support role or computer operations environment

　　REQUIRED: Proficiency in Microsoft Office (O365) and its applications

　　REQUIRED: Installation, maintenance, and troubleshooting of Windows 10/11

　　REQUIRED: Installation, maintenance, and troubleshooting of macOS

　　REQUIRED: GoToAssist Remote Support

　　REQUIRED: Working knowledge of Active Directory account creation and Exchange Mailbox creation in an Office 365/Exchange Hybrid environment

　　REQUIRED: Patch management

　　REQUIRED: Advanced printer / peripheral device troubleshooting such as HP, Dell, IBM, Lenovo

　　REQUIRED: Mobile Device Management / Remote support for handheld smartphones and tablets

　　PREFERRED: Jira Service Management

　　PREFERRED: Knowledge in troubleshooting network connections with some understanding of basic networking concepts (DHCP, LAN, WAN, VPN)

　　Working Conditions:

　　This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Extensive online usage. This is largely a sedentary role.

　　Travel: Negligible

　　Applicants should apply to the posting at USRA Careers (https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=f03960f2-20cd-4828-9ae5-415eefc7072e&ccId=19000101_000001&lang=en_US)  and include a letter of interest, resume, or curriculum vitae.

　　Additional information on USRA can be found at  http://www.usra.edu  

　　USRA is an Equal Opportunity Employer: Minorities / Females / Protected Veterans / Disabled / Sexual Orientation / Gender Identity.