End User Support Analyst, Specialist
Core
Provide Tier 1/2 technical support for hardware, software, and connectivity issues, managing support hotlines and walk-up inquiries while ensuring timely resolution and documentation.
Role type
End User Support Analyst (Tier 1/2)
Builds
IT support services for end users
Domain
IT Operations / Technical Support
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, connectivity issue resolution, incident documentation, root cause analysis, process improvement, knowledge sharing, project management
Preferred skills
collaborative mindset, adaptability, resilience, proactive communication
Technologies
none stated
Responsibilities
troubleshoot hardware and software issues, manage support hotline calls, document issues and solutions in tickets, escalate complex problems, conduct knowledge sharing sessions, drive troubleshooting efforts for moderate to high complexity issues, complete projects on time
Seniority
Mid-level, hands-on IC