IT End User Support Analyst - Level 2

IT End User Support Analyst - Level 2

The IT End User Support Analyst will be based out of the Raleigh office, with operations throughout the U.S., and will report directly to the Manager, IT End User Support. This position will have the overall responsibility for supporting the installation, configuration, and maintenance of corporate end user computing environments.

Duties & Responsibilities:

• Completes assignments, projects, and tasks to meet objectives and/or goals defined for the IT End User Support team.
• Supports architecture design and documents technical knowledge and recommendations for the IT End User Support team as required.
• Supports the IT Network Management, IT Systems Management and IT Telecommunications teams with configuration, implementation and support of delegated hardware and software systems. Includes physical, virtual, wireless and cloud-based solutions.
• Supports the selection, installation, configuration, and maintenance of corporate end user computing hardware, firmware, operating systems, and software. Includes physical, virtual, wireless, and cloud-based solutions.
• Provides support and troubleshooting of corporate end user computing environments.
• Provides VIP Support to designated individuals, ensuring prompt and courteous service is provided.
• Provides support, troubleshoot, and testing of new firmware and software releases.
• Provides monitoring, lifecycle, performance tuning, and backup/recovery processes and procedures.
• Interfaces and/or supports the IT Network Management team, IT Service Desk team, IT Systems Management team, IT Telecommunications Management Team, and Security and Compliance teams as necessary.
• Documents, ensures, and adheres to standardized processes and procedures, IT Security policies, principles, and practices.
• Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.
• Travels to field sites, on a rotating basis, for support and deployment related to Site Moves and Acquisitions.
• Other duties as necessary.

Qualifications & Education Requirements:

• Associate degree in related IT field is highly preferred (extensive experience and multiple certifications may suffice)
• 4+ years of experience in Information Technology in a similar role is required.
• Experience supporting corporate IT infrastructure and end user computing required.
• Experience supporting a virtual desktop infrastructure (VDI), thin clients, and thick clients required.

Experience/Skill Requirements:

• Microsoft Windows Active Directory
• Microsoft M/O 365 administration (including email)
• Remote workstation administration (RDP, GoTo, TeamViewer, etc.)
• Mobile device management (iPhone, Android, etc.)
• Microsoft Windows 7 - 11 Client OS administration and Office Suite administration
• Endpoint response or antivirus solutions
• File/Printer Server administration
• Business continuity and disaster recovery planning
• Experience with the following is strongly preferred:
• ASUS, Dell, HP, Lenovo, Microsoft end user computing devices and peripherals (desktops, laptops, docks, monitors)
• VMware / Omnissa Horizon
• Stratodesk or IGEL
• Network cabling and design
• LAN/WAN and TCP/UDP/IP Networking
• DNS/DHCP Administration
• VoIP infrastructure, IP phones

Travel:

This position requires about 20% travel in the United States