End User Services Analyst- New grad opportunity

Tepa Companies•Alexandria, VA

About The Position

The End User Services Analyst delivers responsive, professional, and reliable technology support throughout the employee technology lifecycle. This hands-on, entry-level role combines end-user support, device and software fulfillment, and IT asset lifecycle activities to provide a consistent customer experience. The Analyst works within established service management processes, maintains accurate records and documentation, collaborates across IT teams, and contributes to continual service improvement. The position is intended for recent college graduates in an applicable field, including December 2026 graduates, and offers hands-on learning, mentorship, and opportunities for growth. Previous experience is not required when the candidate has completed education in the relevant discipline. The job posting lists a location in Alexandria, Virginia and a salary range of $61,408.60–$69,000.

Requirements

Bachelor’s degree or graduation with a BA degree in information technology or computer science. The posting describes the opportunity as intended for recent graduates and also states that completed education in the relevant discipline is required.
0–2 years of experience in IT support, end-user services, desktop support, IT asset management, or a related technical service role; equivalent education and practical experience may be considered.
Experience supporting Windows endpoints, Microsoft 365, Teams, printers, mobile devices, and common business applications.
Working knowledge of basic networking concepts and troubleshooting, including Wi-Fi, VPN, TCP/IP, and connectivity issues.
Experience using a ticketing or IT service management system and documenting technical work.
The posting identifies experience with Ivanti ITSM/ITAM or another enterprise ITSM and asset management platform; Microsoft Intune, Autopilot, Entra ID, or modern endpoint management tools; and inventory control, asset lifecycle management, procurement coordination, or equipment reconciliation.

Nice To Haves

CompTIA A+, Microsoft 365, ITIL Foundation, HDI, or a similar relevant certification is preferred but not required.

Responsibilities

Respond to and resolve end-user incidents, service requests, and tasks through the IT service management platform by phone, email, chat, remote support, and in-person support.
Troubleshoot and support laptops, desktops, mobile devices, printers, conference room and audiovisual technology, Microsoft 365, Adobe, and other approved business applications.
Execute employee onboarding and offboarding, moves/adds/changes, device deployment, software fulfillment, equipment recovery, refresh, and reuse activities according to established procedures.
Maintain hardware, software, ownership, assignment, location, warranty, and lifecycle records in ITSM/ITAM and related systems; perform inventory audits and reconcile discrepancies.
Coordinate equipment shipping, receiving, staging, configuration, returns, secure disposal, and cellular device activations or service changes as assigned.
Follow service objectives, prioritization standards, security requirements, and documented escalation procedures; escalate complex or higher-risk issues to the Senior End User Services Analyst, End User Services Manager, or an appropriate subject matter expert.
Create and maintain ticket notes, knowledge articles, standard operating procedures, and other technical documentation.
Collaborate with Infrastructure, Cybersecurity, HR, Procurement/Finance, and other IT staff on fulfillment, access, asset, and support activities.
Identify recurring issues, process gaps, automation opportunities, and service improvements, and bring recommendations to the End User Services Manager.
Maintain customer service, professionalism, urgency, ownership, and follow-through across assigned work.
Perform other duties as assigned.