IT User Support Analyst II

Ametek, Inc. • Oak Ridge, TN

19h • Hybrid

About The Position

The IT User Support Analyst II provides end user technical support for desktop operating systems and company-standard applications within a Windows-based corporate network environment. This role is responsible for supporting users and endpoints, assisting with IT lifecycle management, identifying and addressing cybersecurity threats, and contributing to IT projects, documentation, and user training activities. Support onsite and remote users with up to 10% travel as required.

Requirements

• Bachelor's degree in Information Technology or a related technical field, or equivalent related experience.
• Minimum of 3 years of hands-on IT end user support experience beyond educational requirements.
• Relevant industry certifications such as Microsoft, ITIL, CompTIA, or similar.
• Experience with IT service desk platforms such as ServiceNow, Remedy, or Zendesk.
• Experience with remote support tools including Microsoft Teams, TeamViewer, Remote Desktop Protocol (RDP), and PDQ Connect.
• AI utilization experience with tools such as Copilot, Claude, and Scribe.
• Proficiency with Microsoft Office 365 applications, including Excel, Word, Outlook, and Teams.
• Strong knowledge of PC hardware and software configuration, support, and troubleshooting.
• Experience supporting Windows 11 operating systems, features, user interfaces, file services, and print services.
• Understanding of system and baseline configurations.
• Experience supporting web browsers including Edge, Chrome, and Internet Explorer.
• Basic PowerShell scripting skills.
• Knowledge of cybersecurity concepts, best practices, and threat remediation.
• Understanding of networking fundamentals, including Wi-Fi, Ethernet, TCP/IP, VPN, and related network services.
• Understanding of Microsoft Azure, Entra, and Intune administration and usage.
• Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.
• Excellent analytical, time management, prioritization, and communication skills.
• Professional and courteous communication across phone, email, chat, and other communication channels.
• Resourceful with the ability to work effectively within collaborative teams at both the business unit and division level.
• Reliable with strong attention to detail.
• Quick and enthusiastic learner who is adaptable to an evolving IT environment.

Responsibilities

• Provide Tier I and Tier II technical support for onsite and remote users.
• Support Windows operating systems, desktop applications, and business applications through phone, in-person, and remote support.
• Diagnose and resolve technical issues using remote support tools and troubleshooting best practices.
• Support desktop applications including Microsoft Office 365, Adobe Reader, Java, and other standard business applications.
• Provide support for mobile devices, including iOS devices.
• Assist with system deployment and setup activities.
• Perform software installations, upgrades, patches, and updates.
• Support user data migration efforts.
• Conduct hardware repairs and manage hardware disposition processes.
• Maintain endpoint lifecycle management from deployment through disposition.
• Help identify and resolve cybersecurity threats.
• Maintain and report compliance with company policies and cybersecurity requirements.
• Support implementation of cybersecurity best practices and threat remediation activities.
• Participate in IT projects including needs analysis, solution design, data normalization, validation, and testing.
• Organize and execute user support and endpoint configuration projects as required.
• Assist in developing, maintaining, and updating technical documentation.
• Support user training initiatives and knowledge-sharing activities.

What This Job Offers

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