Lead End User Support Analyst

Responsibilities

• Oversees the provisioning and configuration of new users for requested hardware, software and proper security access. Creates and maintains user accounts as requested.
• Oversees the Implementation, maintenance, and support of end user systems, hardware, software and mobile telephony devices, printing hardware and conferencing solutions across the enterprise to meet the business needs of end users seamlessly.
• Participates in on call rotation to ensure support availability to end users when an issue arises outside of normal business hours. This includes nights, weekends, and potential holidays.
• Escalates issues as needed to ensure resolution by the appropriate teams, provides updates as needed to end users, management or other stakeholders on status of issues.
• Ensures the diagnosis and determination of root cause for repeat issues to prevent further business impacts.
• Troubleshoots and performs basic hardware repairs as needed, works with vendors on warranty repairs and replacements as needed.
• Oversees the management of hardware and peripheral inventory, consumables and other supplies to ensure availability as needed for users. Maintains software licensing as needed to ensure compliance requirements.
• Ensures the de-Installation and recovery of separated user hardware, license removal, tracks and ensures that any legal holds are recovered and stored per retention requirements set by legal.
• Manages assets within asset management solution to ensure proper assignments are made timely and paired with appropriate users.
• Coordinates with established disposal partners to transfer electronic hardware for disposal, obtains certificates of destruction for hard drives sent for recycling.
• Tests new hardware, software, and peripherals prior to deployment to ensure end users do not experience any limitations that could have otherwise been eliminated.
• Documents various training materials for delivery to end users as needed with the addition of new hardware, software, peripherals, or processes.
• Contributes to the review and creation of knowledge base articles within ITSM solution both for IT and End User use.
• Trains new team members and provides mentorship to others as needed.
• Implements best practices and maintenance procedures, monitors system health, gathers statistics and troubleshoots related errors and alerts as needed to support scalability and ease of system performance.
• Shows interest in testing and implementing new technology, stays abreast of trends and new processes and how they could relate to improve end user experiences.
• Ability to explain complex terminology and issues in understandable terms when communicating with end users or when drafting training materials or other written materials.
• Ability to search out answers to complex issues that may not have a clearly defined path for resolution, ability to utilize all available resources when researching resolutions.
• Ability to manage time effectively, prioritize issues and multiple competing responsibilities to ensure issues are resolved timely and deadlines are met. Builds relationships across the end user community and with fellow IT associates.

Requirements

• Associate degree in computer science, information technology or equivalent relevant professional experience.
• 5+ years of experience working with information technology hardware and software while directly supporting end users and managing the resources of a small team.
• Experience installing, configuring, documenting, testing, training, and implementing new applications and systems.
• Extensive computer, hardware, software and analytical skills.
• Excellent verbal and written communication skills.
• Proven ability to assess needs of end users and present relevant solutions.
• O365, MAC and Windows OS experience
• Ability to sit, stand, or walk for extended time periods. Ability to lift, carry, push or pull up to 50 pounds regularly.

Benefits

Additional Information

This role is responsible for leading a small group of individuals to help in delivering critical IT services for various Tarkett locations and associated users within the analysts' territory according to the procedures defined by the Director, End User Support. This role also acts as a backup to other locations as needed to support business needs. Travel may be required to support remote locations and participate in meetings or events as scheduled by the Tarkett organization.

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Company Intel

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