IT Analyst - End User Services

ATI • Monroe, NC

14h • Onsite

About The Position

ATI is seeking a highly skilled and customer-focused End User Services Analyst to join our IT team. This role is based at our Monroe, NC facility and is onsite 5 days per week with typical working hours being 8 AM to 5 PM. The ideal candidate will have a strong Microsoft background, excellent troubleshooting skills, and the ability to provide outstanding customer service. This role focuses heavily on managing incidents and requests through our ticketing system while supporting end users with day-to-day technical challenges. This is an exciting role to join our largest business unit, be part of a great IT team and contribute to plant success!

Requirements

• At least 5 years of IT experience, preferably with a background in end user services or desktop support.
• Strong background in Microsoft technologies, including Windows 10/11, Office 365, Teams.
• Proven experience troubleshooting PC hardware, software, and peripheral issues.
• Experience with MFA, assisting users to enroll as well as troubleshoot issues.
• Familiarity with IT ticketing systems required.
• Layer 1 (Physical Layer) network troubleshooting experience required.
• Excellent communication and customer service skills with a user-first mindset.
• Ability to handle multiple priorities and work effectively in a fast-paced environment.

Nice To Haves

• ServiceNow experience highly preferred.
• Automation experience using PowerShell highly preferred.
• Understanding of ITIL processes (incident, request, problem management) is a plus.
• Certifications such as Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are preferred.

Responsibilities

• Provide first and second-level technical support for end-user devices (PCs, laptops, mobile devices, and peripherals).
• Troubleshoot and resolve hardware, software, and network connectivity issues with a focus on Microsoft technologies (Windows OS, Office 365, Teams, Outlook, SharePoint, etc.).
• Manage and prioritize incident and service request tickets in the ITSM system, ensuring timely resolution and communication with users.
• Deliver excellent customer service by maintaining clear, empathetic, and professional communication with end users.
• Assist with onboarding and offboarding processes, including user account setup, hardware provisioning, and software installation.
• Maintain and document IT procedures, knowledge base articles, and troubleshooting steps.
• Collaborate with infrastructure, network, and application teams when escalations or cross-functional issues arise.
• Contribute to process improvements to enhance end-user experience and reduce repeat incidents.
• Support IT asset management by tracking inventory and ensuring devices are properly maintained.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees