End User Support Analyst I

ECU Health Medical Center•Kenansville, NC

1d•$26 - $38•Onsite

About The Position

Installs, maintains, and upgrades end-user hardware, software, and peripheral equipment. Monitors the ticket queue and maintains SLA compliance with assigned tickets. Troubleshoots issues ranging from simple to moderate complexity and provides support using remote tools or at the device as needed. Uses internal or external knowledge base articles to resolve issues, enforces security principles, and follows asset management policies and procedures to keep information accurate. Participates in projects and collaborates with other IS team members and teams as needed. This is an onsite role based in Kenansville, North Carolina, with a Monday–Friday day shift from 8:00 a.m. to 5:00 p.m. The role includes rotating on-call duties once every six weeks.

Requirements

High school diploma or higher.
At least one beginner-level certification is required, or must be obtained within six months of hire: A+, Network+, Windows OS Fundamentals, or another agreed-upon exam.
1–3 years of general experience in a customer-service-oriented role or helpdesk-type role.
Knowledge of basic technology hardware, including desktops, laptops, printers, scanners, and tablets.
Analytical and problem-solving abilities.
Ability to work in a team-oriented, collaborative environment.
Ability to conduct research into a wide range of computing issues as required.

Responsibilities

Install, maintain, and upgrade end-user hardware, software, and peripheral equipment.
Monitor the ticket queue and maintain SLA compliance with assigned tickets.
Troubleshoot issues of simple to moderate complexity.
Provide support using remote tools or at the device as needed.
Use internal or external knowledge base articles to resolve issues.
Enforce security principles.
Follow asset management policies and procedures to ensure information accuracy.
Participate in projects as required.
Collaborate with other IS team members and teams as needed.