Analyst II, End User

Southern Company•Eufaula, AL

1d•Onsite

About The Position

Southern Company is hiring an End User Analyst II for its Technology Organization, partnering with Southern Company Services and related operating companies. Based in Eufaula, Alabama, the role provides advanced in-person support throughout Alabama Power’s Southeast Alabama service area and, when local duties allow, remote Enterprise Workplace Support across Southern Company. 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 supports endpoint devices, Windows and Microsoft 365 environments, conference rooms, audiovisual systems, collaboration tools, and business-critical meetings. It also contributes to device lifecycle management, technology deployments, root-cause and trend analysis, automation, knowledge sharing, and continuous improvement. The analyst builds relationships with business partners, executives, and technical teams, and provides clear guidance on workplace technology and standard products and services. The role is based in Eufaula and requires five days per week in the office, with travel throughout the assigned Southeast Alabama service area. After-hours support may be required for storms, major incidents, critical operations, drills, and business events. The position also supports the Plant Farley Joint Information Center during drills and events.

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 the ability to diagnose complex issues and coordinate 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 Technology Organization 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.
Demonstrates Southern Company values: Safety First, Unquestionable Trust, Superior Performance, and Total Commitment.
Proactive, self-directed, highly motivated, accountable, and committed to operational excellence.
Data-driven and focused on continuous improvement, anticipating issues, and improving employee technology experience.
Professional and discreet when supporting business partners, executives, and critical operations.
Organized and adaptable, able to perform effectively in high-pressure and rapidly changing situations.
Collaborative and effective in a geographically dispersed team environment.
Committed to learning, knowledge transfer, mentoring, and safe work practices.
Ability to travel throughout the assigned Southeast Alabama service area in and around Eufaula to provide in-person support.
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.

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 throughout the Southeast Alabama service area in and around Eufaula.
Provide remote Enterprise Workplace Support across Southern Company when local support needs and assigned responsibilities allow, including advanced troubleshooting, incident escalation, endpoint health, and proactive remediation.
Deploy devices and provide 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 and process-improvement opportunities.
Use Copilot, Remedy Helix, Nexthink, endpoint analytics, automation tools, and digital employee experience capabilities to identify, analyze, remediate, and prevent technology issues.
Perform root-cause analysis, 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.
Support project planning, coordination, implementation, hypercare, and local readiness for technology deployments and enterprise initiatives.
Build trusted relationships with business partners, executives, and their direct reports, providing 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 Technology Organization groups.
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.
Support the Plant Farley Joint Information Center during drills and events.
Perform other related duties and assignments as needed.