End User Services Analyst II

Vale•,

3d•Onsite

About The Position

We are currently seeking an End User Services Analyst II to join our IT Operations & Projects team in Voisey's Bay, Newfoundland and Labrador. The role is a permanent on-site position, working 2 weeks on, 2 weeks off rotational schedule. Reporting to the IT Supervisor, End User Services, the End User Services Analyst is responsible for the operation, maintenance, support, and continuous improvement of end-user technologies and services across Vale Base Metals. This includes field services, desktops and laptops, mobility solutions, printing services, meeting room technologies, telephony systems, radio communications, radio frequency spectrum licensing, and cabling infrastructure. The successful candidate will work closely with business stakeholders, technology teams, vendors, and service providers to ensure secure, reliable, and cost-effective technology services that support operational excellence across both Canadian and international operations.

Requirements

Minimum 8 to 10 years of experience supporting enterprise End User Services or related IT infrastructure environments.
Experience supporting workplace technologies, field services, mobility solutions, telephony, and communication systems.
Experience working in large, complex operational environments.
Proven ability to lead complex incidents, changes, upgrades, and service improvement initiatives.
Experience working effectively with external vendors and managed service providers.
College Diploma in Information Technology, Computer Science, Business Technology, or a related discipline
Strong knowledge of end-user computing environments and workplace technologies.
Experience with Mobile Device Management (MDM), cloud-based technologies, and endpoint security solutions.
Understanding of ITIL service management practices, including Incident, Problem, and Change Management.
Knowledge of software asset management and technology lifecycle management.
Strong troubleshooting, analytical, and problem-solving abilities.

Nice To Haves

Bachelor's Degree in Computer Science, Information Technology, Business, or a related field.
ITIL certification.
Microsoft, endpoint management, collaboration platform, or infrastructure-related certifications.
Experience supporting industrial, mining, manufacturing, or operational technology environments.

Responsibilities

Support and maintain end-user computing environments, including desktops, laptops, mobile devices, printers, collaboration tools, telephony systems, life-critical radio communications, peripheral equipment and related infrastructure.
Ensure technology services meet business requirements, service levels, and corporate technology standards.
Manage and support field services activities across operational and office environments.
Maintain accurate IT asset inventories and lifecycle management processes.
Monitor service performance against SLAs and OLAs and drive continuous service improvements.
Generate operational reports and contribute to technology performance metrics and KPI dashboards.
Act as an escalation point for incidents, service disruptions, and technology-related issues.
Lead and participate in incident, problem, change, and release management activities following ITIL practices.
Support endpoint security, device compliance, encryption, and cybersecurity initiatives.
Ensure adherence to Technology and Security policies, standards, and procedures.
Manage risks related to cyber vulnerabilities, data privacy requirements, audits, and compliance obligations.
Identify and implement opportunities for risk reduction, quality improvement, and operational efficiency.
Collaborate with business stakeholders, technology teams, contractors, vendors, and service providers to ensure stable and effective IT services.
Support management of service contracts and third-party performance.
Participate in technology deployments, upgrades, transitions, and operational support initiatives.
Provide cross-functional support across End User Computing, Network, Cloud, AI, Hosting, and Operational Technology (OT) environments.

Benefits

Competitive compensation including a variable annual incentive plan
Participation in a competitive Defined Contribution Pension package
Comprehensive benefits package (company paid core coverage, flex health and dental coverage, flex accounts, disability plans and optional insurances)
Leave for all of life’s reasons (vacation, personal, sick, parental)
Work culture dedicated to safety, diversity & inclusion, and career growth
Employee Family Assistance Program
Virtual Healthcare online
Online training and career development opportunities
Relocation Assistance
Chartered flights within Newfoundland & Labrador
24/7 access to a fully stocked cafeteria with balanced meals prepared by our culinary team
Access to recreational facilities and social activities (cardio/weight room, gymnasium, music room, movie theatre, etc.)
Accommodation is equipped with cable TV, internet, and unlimited long-distance calling
All Personal Protective Equipment is provided upon hire. Employees are given a safety boot allowance and receive a 100% reimbursement for prescription safety glasses