Analyst II, End User

Southern Company • Eufaula, AL

2d • Onsite

About The Position

The End User Analyst II works for Southern Company Technology Organization (TO), partnering with Southern Company Services (SCS) and related operating companies to provide advanced end-user technology support, technology consulting, and proactive solutions. Based in Eufaula, Alabama, the role is the primary local support resource for Alabama Power’s Southeast Alabama service area, providing advanced in-person support throughout the area and remote Enterprise Workplace Support across Southern Company when local responsibilities allow. The analyst serves as a technical escalation resource and supports endpoint health, digital employee experience, automation, problem management, proactive remediation, user education, technology projects, and critical business operations.

The position requires five days per week in the office. It also requires travel to business locations throughout the assigned Southeast Alabama service area and may require after-hours support for storms, major incidents, critical operations, drills, and business events. The role supports the Plant Farley Joint Information Center during drills and events and must meet applicable NERC Critical Infrastructure Protection background screening and access requirements.

Requirements

• A two-year degree in a technology-related field or equivalent military and/or relevant work experience.
• At least three years of relevant end-user, workplace, or technical support experience.
• Advanced knowledge of end-user computing environments, including PC hardware, Windows 11, Microsoft 365, Outlook, Word, Excel, PowerPoint, Teams, SharePoint, Copilot, and related infrastructure.
• Experience with endpoint management technologies such as Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM/SCCM), Group Policy, Windows Update, software distribution, operating system deployment, and device lifecycle management.
• Experience with digital employee experience and endpoint analytics platforms such as Nexthink, including endpoint telemetry, experience data, automation, and proactive remediation.
• Strong troubleshooting, analytical, and problem-solving skills, including diagnosing complex issues and coordinating resolution across teams.
• Working knowledge of incident management, problem management, root cause analysis, service management, and continuous improvement practices.
• Experience supporting conference rooms, audiovisual systems, collaboration technologies, and workplace technology.
• Working knowledge of PowerShell, scripting, automation platforms, and tool-based remediation techniques.
• Ability to evaluate emerging technologies and apply them to improve support capabilities, employee experience, and business outcomes.
• Strong customer service, relationship-building, oral communication, and written communication skills for technical and non-technical audiences.
• Ability to manage multiple projects and tasks, meet commitments, prioritize work, and complete assignments with minimal supervision.
• Ability to learn the supported business, understand the local technical environment, and manage small local projects using proven technology practices.
• Ability to coordinate work across TO functions, share best practices, and promote consistent operations across business units.
• Proficient PC hardware repair skills and ability to perform hands-on installation and cabling work.
• Ability to travel throughout the assigned Southeast Alabama service area in and around Eufaula for in-person support.
• Ability to perform duties that may involve stooping, kneeling, crawling, and reaching to install or inspect computer equipment and cabling.
• Ability to lift and move computer equipment weighing up to 40 pounds.
• Ability to provide after-hours support for storms, major incidents, critical operations, drills, and business events as needed.
• Must meet applicable North American Electric Reliability Corporation Critical Infrastructure Protection background screening and access requirements.
• Demonstrates Southern Company values: Safety First, Unquestionable Trust, Superior Performance, and Total Commitment.
• Must be proactive, self-directed, highly motivated, accountable, and committed to operational excellence.
• Must be data-driven and continuous-improvement focused, with the ability to anticipate issues and improve employee technology experience.
• Must be professional and discreet when supporting business partners, executives, and critical operations.
• Must be organized and adaptable, and able to perform effectively in high-pressure and rapidly changing situations.
• Must collaborate effectively in a geographically dispersed team environment.
• Must be committed to learning, knowledge transfer, mentoring, and safe work practices.

Nice To Haves

• A bachelor’s degree in computer science, Information Technology, Engineering, or a related technical field.
• Four or more years of experience supporting complex end-user environments.
• Working knowledge of the electric and natural gas utility industry and Southern Company.

Responsibilities

• Provide advanced in-person end-user technology support as the primary local support resource for Alabama Power’s Southeast Division across the Southeast Alabama service area in and around Eufaula.
• When local support needs and assigned area responsibilities allow, provide remote Enterprise Workplace Support across Southern Company, including advanced troubleshooting, incident escalation, endpoint health, proactive remediation, and other enterprise support activities.
• Provide device deployment, break-fix service, hardware repair, software troubleshooting, connectivity support, operating system support, and technology optimization.
• Support conference room technology, Microsoft Teams Rooms, audiovisual systems, collaboration tools, and business-critical meetings or events.
• Assess business technology needs, recommend solutions, and identify automation or process-improvement opportunities.
• Use Copilot, Remedy Helix, Nexthink, endpoint analytics, automation tools, and other digital employee experience capabilities to identify, analyze, remediate, and prevent technology issues.
• Perform root cause and trend analysis, problem management, and proactive remediation to reduce recurring incidents and improve service performance.
• Manage device lifecycle activities, including refresh planning, preventative maintenance, endpoint health monitoring, Windows deployment, software distribution, patch readiness, and device compliance support.
• Provide project planning, coordination, implementation support, hypercare, and local readiness support for technology deployments and enterprise initiatives.
• Build trusted relationships with business partners, executives, and their direct reports; provide specialized technical support and practical guidance.
• Educate business partners on standard products and services, technology best practices, Copilot and AI tools, and effective use of workplace technology.
• Collaborate with EWS, WPS, Service Desk, Planning Analysts, Data and Voice teams, Application Portfolio teams, vendors, and other TO groups to promote consistent support and knowledge sharing.
• Create and maintain scripts, automation, documentation, knowledge articles, support playbooks, and repeatable remediation practices.
• Support storm-related activities, critical 24/7 business operations, and after-hours needs as required.
• Provide support for the Plant Farley Joint Information Center during drills and events.
• Perform other related duties and assignments as needed.

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.
• May be eligible for additional compensation, such as an incentive program, subject to applicable plan terms.

What This Job Offers

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