End User Services Analyst- New grad opportunity

TEPA Companies•Alexandria, VA

4d•$61,409 - $69,000•Onsite

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 and does not require prior experience when the education requirement is met. Tepa Companies offers hands-on learning, mentorship, and opportunities for professional growth.

Requirements

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.
Bachelor's degree, or graduating in December 2025 with a BA degree in information technology or computer science.
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 role is intended for December 2026 college graduates who majored in an applicable field.

Nice To Haves

Experience with Ivanti ITSM/ITAM or another enterprise ITSM and asset management platform.
Experience with Microsoft Intune, Autopilot, Entra ID, or modern endpoint management tools.
Experience with inventory control, asset lifecycle management, procurement coordination, or equipment reconciliation.
CompTIA A+, Microsoft 365, ITIL Foundation, HDI, or similar relevant certification; preferred but not required.

Responsibilities

Respond to and resolve end-user incidents, service requests, and tasks through the IT service management platform using 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, offboarding, moves/adds/changes, device deployment, software fulfillment, equipment recovery, refresh, and reuse activities according to established procedures.
Maintain accurate 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 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 forward to the End User Services Manager.
Maintain customer service, professionalism, urgency, ownership, and follow-through across assigned work.
Perform other duties as assigned.