End User Support Analyst

Ultra Maritime • Wake Forest, NC

2d • Onsite

About The Position

The End User Support Analyst provides customer-focused IT support primarily at the Wake Forest, North Carolina site, with approximately 25% travel to the Chantilly, Virginia site. The role offers varied opportunities to provide technical assistance at local sites, manage patching, and contribute to succession planning and implementation.

The analyst diagnoses and resolves hardware, software, network connectivity, and configuration issues. They assist internal customers with setting up equipment, installing software, and learning to use technology. The position also provides hands-on desk-side and white-glove support, helps maintain local site infrastructure, and works with broader IT teams and other support groups as needed. Occasional weekend onsite work may be required.

Requirements

• Typically, a bachelor's degree or equivalent.
• At least 2 years of experience in a customer-facing IT role supporting Microsoft operating systems and Windows-based applications.
• Experience in system administration and networking fault diagnostics.
• Current MCSE or equivalent certification, CCNA, or networking certificate is desirable.
• Knowledge of VMware and ESXi.
• Good knowledge of Active Directory and Group Policy.
• Excellent customer service skills.
• Knowledge of Microsoft operating systems and Windows-based applications.
• Excellent application, hardware, and operating-system troubleshooting skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to prioritize multiple competing tasks and plan resources and travel itineraries.
• Obtain and/or maintain security clearance at the appropriate national or regional level; the role may require maintaining a security clearance.

Nice To Haves

• Current MCSE or equivalent certification.
• CCNA or a networking certificate.
• Knowledge of VMware and ESXi.

Responsibilities

• Provide hands-on desk-side support for end-user issues involving desktop and laptop hardware, operating systems, and supported third-party applications.
• Troubleshoot general networking issues involving TCP/IP, DNS, and DHCP.
• Support iOS mobile devices and Intune.
• Complete work orders for installing equipment and connecting or moving workstations, telephony hardware, and peripherals.
• Image, prepare, and ship new-hire and replacement equipment while meeting deadlines.
• Provide hands-on support to network and server teams when required.
• Troubleshoot and resolve technical issues, escalating complex issues to appropriate tier support teams or third-party vendors.
• Provide onsite white-glove support and promptly assist executives, support staff, and visitors with questions, incidents, and service requests.
• Build strong working relationships with executives, support staff, and visitors.
• Manage and implement patch management for local site infrastructure under the guidance of wider IT functional teams.
• Travel to local sites to provide technical assistance and support patch management and succession planning and implementation.
• Plan and prioritize competing tasks, resources, and travel itineraries.
• Provide occasional onsite weekend support when required by business needs.

Benefits

• Up to 140 hours of PTO for the first year.
• Eight paid holidays and three floating holidays.
• 401(k) plan with company match.
• Educational assistance program and tuition reimbursement.
• Wellness program and incentives.
• Company HSA contributions.
• Insurance benefits starting on the first of the month following hire.
• Eligibility for annual company performance-based bonuses.
• Employee discounts and perks.
• Company-paid monthly student loan repayment program of $75.
• Basic life insurance.
• Basic accidental death and dismemberment insurance.
• Short-term disability coverage.
• Long-term disability coverage.
• Employee Assistance Program.
• Voluntary medical and prescription insurance.
• Dental insurance.
• Vision insurance.
• Supplemental life insurance plans.
• Supplemental AD&D insurance for employee and family.
• Accident plan.
• Critical illness plan.
• Hospital indemnity plan.
• Pet insurance.
• Identity theft coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level