End User Experience Analyst I

Interstate Batteries • Dallas, TX

1d • Onsite

About The Position

Under close supervision, the End User Experience Analyst I is responsible for providing second level support for the Interstate Batteries systems, services and productivity tools utilized by Interstate team members while maintaining exceptional end user experience. Maintains the day-to-day operations of workstation environment. Manages all end user workstation (laptops, desktops) through its lifecycle from provisioning to decommissioning. Handles and tracks all adds, moves, changes, incident resolution and operational process improvements, while maintaining exceptional end user experience. Manages all second level voice/video and mobile solution needs for company owned assets. Provides hands-on support for our technologies. Effectively manages a ServiceNow work queue. Provides hands-on technical support of various workstation, video, voice and mobile platforms to ensure fast resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements. Exhibits excellent customer service skills daily. Other related duties as assigned.

Requirements

• Associate’s Degree in Information Technology, related field or equivalent work experience
• Exceptional written and oral communication skill
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong documentation skills
• Basic PC knowledge needed
• Ability to conduct research into a wide range of issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

Nice To Haves

• A+ or other IT hardware focused certifications
• Previous Helpdesk or desktop support experience
• Knowledge of ServiceNow

Responsibilities

• Maintains the day-to-day operations of workstation environment.
• Manages all end user workstation (laptops, desktops) through its lifecycle from provisioning to decommissioning.
• Handles and tracks all adds, moves, changes, incident resolution and operational process improvements, while maintaining exceptional end user experience.
• Manages all second level voice/video and mobile solution needs for company owned assets.
• Provides hands-on support for our technologies.
• Effectively manages a ServiceNow work queue.
• Provides hands-on technical support of various workstation, video, voice and mobile platforms to ensure fast resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements.
• Exhibits excellent customer service skills daily.
• Other related duties as assigned.

What This Job Offers

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