End User Support Analyst

Core Responsibilities

• Provides and coordinates advanced level technical support to address enduser issues such as implementation configurations control maintenance troubleshooting security and usage monitoring.
• Resolves advanced technical troubleshooting issues to ensure end user productivity
• Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.
• creates and maintains knowledgebased articles procedures and training for support areas and staff. Partners with IT to train staff when necessary
• Maintains an accurate data inventory regarding advanced enduser issues with the tracking system and according to policies and standards
• Resolves advanced issues elevated from crew with less experience. Determines severity of unresolved issues and escalates issues accordingly.
• Learns and complies with Information Technolgy and Information Security policies and procedures
• Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of five years work experience with at least two years of technical support experience
• Undergraduate degree or equivalent combination of training and experience
• Bonus: AWS Skills/Experience