End User Technology Analyst

Ortec•Brushy Creek, TX

7d•Onsite

About The Position

Responsible for endpoint management, Microsoft 365 administration, end-user technology services, and escalated ticket support across manufacturing and corporate environments. This position acts as a key escalation point for technical issues not supported by the service desk, oversees the lifecycle management of end-user devices and services, partners with vendors and business stakeholders to deliver reliable and secure technology solutions, and provides onsite support at office and plant sites. The role operates with a high degree of independence, contributes to IT projects and process improvements, and helps establish and maintain technology standards that support organizational objectives.

Requirements

Five (5) or more years supporting enterprise endpoint, collaboration, and identity management technologies in a multi-site business environment.
Hands-on administration experience with Microsoft 365, including Exchange Online, Teams, SharePoint Online, Intune, and Entra ID.
Broad experience in handling a variety of Desktop Support tasks including, but not limited to installation and support of Windows OS, networking, Microsoft Office Products, system and firmware updates, application packaging and deployment using Group Policy / Intune / similar endpoint management platforms, virus protection, password resets, folder permissions, email clean up, licensing tracking and updating.
Experience with the following technologies is a necessity: Microsoft client-software (Windows, Office, etc.), Active Directory, Microsoft Entra ID (formerly Azure AD), remote support platforms (ConnectWise preferred), automatic software deployment tools (Intune preferred).
Demonstrated technical leadership and ability to influence outcomes without direct authority.
Strong analytical thought process with sound judgement and a keen attention to detail.
Self-starter with a collaborative spirit (able to work as part of a team, work in a global enterprise organization, adhere to common standards).
Strong customer service orientation with the ability to communicate technical concepts to non-technical users.
Ability to participate in and lead portions of technology projects, including planning, testing, implementation, and documentation.
Excellent researching and troubleshooting skills.
Excellent task management; Ability to prioritize and multi-task through ticketing system and work log.
Strong written and verbal communication skills.
Ability to develop and maintain positive relationships with all stakeholders.

Nice To Haves

Experience supporting manufacturing environments is preferred.
PowerShell and other scripting languages
Networking concepts, including TCP/IP, DNS, DHCP, and VPN
Experience implementing endpoint security controls, patch management, multifactor authentication, and Microsoft security technologies.
Bachelor’s, associate’s degree in computer science, or applicable certification is a plus.

Responsibilities

Administer and support Microsoft 365, Microsoft Entra ID (formerly Azure AD), Active Directory, Exchange Online, Teams, SharePoint Online, and related cloud services.
User onboarding and offboarding.
Endpoint management, including Microsoft Intune administration.
End-user device lifecycle management, including procurement, deployment, support, refresh, asset tracking, and retirement of PCs and peripherals.
Development and maintenance of end-user technology standards.
Orders hardware based on given standards, setup, and delivery of workstations/workplaces.
Keeps inventory of tangible and non-tangible assets up to date.
Printer fleet management and support.
Zoom Phone provisioning, administration, and support.
Coordination with vendors to resolve end-user technology issues and procure equipment and services.
Support and escalation management for incidents and service requests outside the scope of the service desk vendor.
Responds to tickets as assigned within required SLA’s.
Develop and maintain technical documentation, standard operating procedures, support knowledge articles, and asset records.
Identification and implementation of technology and process improvements.
Participation in IT projects and organizational initiatives.
Plan, test, document, and implement technology changes in accordance with established change management practices.
Performs majority of tasks independently and coordinates efforts with the IT Manager/Director to complete challenging repairs.
Manage work priorities independently and adjust to directed change from the IT Manager/Director.
Prioritize communication with end users and updates to the IT Manager/Director.
Meets with decision makers, systems owners, and end users to define business requirements and goals, and identify and resolve business issues, and document accordingly.
Discusses technical matters with co-workers, colleagues, and suppliers.
Discusses challenging software operations with co-workers and develops instructions for users.
Maintains professional and technical knowledge through ongoing training, certifications, and industry best practices.