Analyst I, End User

Southern Company • Atlanta, GA

6d • Onsite

About The Position

The End User Analyst I within Workplace Support (WPS) is responsible for delivering high-quality, efficient, and proactive end-user technology support across desktop, hardware, and conferencing environments. This role focuses on improving business partners (BPs) digital experience through proactive monitoring, automation, standardization, and customer-centric service delivery. The Analyst I partners with multiple Technology Organization (TO) departments and business stakeholders to reduce incidents, improve resolution times, and enable scalable, self-service support models. This role also plays a key part in supporting enterprise initiatives including end user and conference room technology refresh programs, storm restorations, and major events.

Requirements

• Proficient technical knowledge of office computing environments including PC hardware, Microsoft Windows, Microsoft Office suite (i.e. Outlook, Word, Excel, PowerPoint, Teams, SharePoint) and infrastructure as well as their interaction and relevance in solving business problems.
• Strong analytical and problem-solving skills
• Customer-focused mindset with a commitment to service excellence
• Ability to identify trends and drive continuous improvement
• Collaboration across technical and business teams
• Strong communication and documentation skills
• Commitment to safety, inclusion, integrity, and performance excellence
• Demonstrated ability to build strong relationships with BPs, vendors and other TO departments.
• Developed effective working relationships with all levels of employees.
• Customer service focused with the ability to deliver on commitments and deadlines.
• Demonstrated ability to share best practices within business units, across business units, and within Southern Company to maximize value and provide consistency in the TO operations for our BPs.
• Ability to manage small, local projects using proven concepts to apply technology to business problems.
• Must be able to pass North American Electric Reliability Corporation (NERC) critical infrastructure protection (CIP) background check and requirements.
• Must provide own transportation for day-to-day travel to customer sites in Metro Atlanta and surrounding areas of responsibility.

Nice To Haves

• Experience with Digital Experience Monitoring tools (e.g., Nexthink or similar)
• Experience with automation, scripting, or workflow design
• Knowledge of ITIL practices including incident, problem management, and change management
• Experience supporting conference room technologies and AV environments
• Experience supporting Microsoft Teams rooms or other video conferencing technology is desired.

Responsibilities

• Provide advanced support for desktop, hardware, and other workplace technologies, ensuring timely resolution of incidents and requests.
• Analyze ticket trends and resolution data to identify opportunities to improve customer experience and reduce time-to-resolution.
• Identify recurring issues through trend analysis and contribute to problem management efforts.
• Triage incidents promptly upon assignment and validate proper categorization and routing.
• Leverage Digital Experience (DEX) tools to proactively monitor, diagnose, and resolve issues before user impact.
• Develop and implement scripts, automation, and workflows to improve support efficiency and reduce repeat issues.
• Identify high-volume support issues and drive shift-left solutions through knowledge articles, guided self-service, and automation.
• Execute proactive diagnostics, monitoring, and remote remediation actions to reduce reactive incidents.
• Promote and expand adoption of self-service platforms to reduce local analyst support demand.
• Support management of spare and loaner devices, ensuring proper tracking, lifecycle control, and inventory accuracy.
• Participate in initiatives to improve endpoint security, including OS upgrades and BIOS/security remediation efforts.
• Ensure compliance with organizational cybersecurity policies and operational procedures
• Drive measurable improvements in MTTR, ticket volume reduction, and customer satisfaction.
• Support our end-user computing environment, handling break-fix issues, system reimages, hardware replacements, lifecycle refreshes, and upgrades to MS Teams conference rooms.
• Provides platinum level support to company executives.
• Collaborate with business units and other Technology Operations departments to resolve incidents and problems.
• Offer specialized technical assistance to business partners as needed, including support at critical locations.
• Establishes and maintains positive relationships with key business partners, ensuring exceptional customer service.
• Cooperates with TO End User Analysts, TO Planning Analysts, Application Portfolio teams, and other TO groups to create a dedicated support network.
• Storm Center support, including after-hours when required for storm-related events, major events, and vital 24/7 operations.

Benefits

• Competitive base salary
• Annual incentive awards for eligible employees
• Health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
• Additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree