User Support Analyst

Rehrig Pacific Company • Erie, PA

2d • Hybrid

About The Position

The User Support Analyst provides responsive, business-focused technology support for employees at a local facility and assigned business units. The role supports users, devices, collaboration tools, meeting technology, and standard business applications. It is accountable for resolving end-user technology issues, improving the employee technology experience, and coordinating with specialized IT teams when escalation is required.

The position maintains workplace technology readiness at assigned locations and delivers technology assistance to employees in remote or hybrid settings. It also supports employee lifecycle technology activities, identifies recurring support trends and improvement opportunities, and creates knowledge resources for employees and support teams. The role may triage urgent critical incidents and after-hours support, resolving issues within its capabilities and escalating specialized issues as needed.

Requirements

• Bachelor’s degree in Information Technology or a related field, or equivalent relevant experience.
• At least 2 years of experience providing end-user technology support in a corporate or multi-location business environment, including onsite and remote teams.
• Working knowledge of endpoint operating systems, mobile devices, peripherals, printers, productivity applications, collaboration platforms, and common Software-as-a-Service applications.
• Ability to troubleshoot hardware, software, connectivity, access, device, and user-workflow issues using structured problem-solving and clear documentation.
• Ability to lift, move, configure, and deploy standard technology equipment as required.
• Willingness to travel domestically approximately 20%.

Nice To Haves

• Experience creating support documentation, knowledge articles, user guides, or training materials.
• Relevant CompTIA A+, Microsoft, ITIL Foundations, or similar certifications.

Responsibilities

• Diagnose, resolve, document, and appropriately escalate issues related to computers, mobile devices, peripherals, printers, collaboration tools, access, productivity applications, and standard business systems.
• Maintain operational readiness of workplace technology at assigned locations, including shared workspaces, office devices, conference rooms, meeting spaces, printers, and other technologies needed for daily operations.
• Deliver timely technology assistance to employees in assigned functional groups in remote or hybrid settings, enabling reliable access to systems, applications, devices, and collaboration tools.
• Coordinate incident resolution and escalation by identifying issues requiring infrastructure, security, application, vendor, or specialized IT support, and ensuring issues are documented, routed, and clearly communicated through resolution.
• Execute employee lifecycle technology activities, including equipment deployment and recovery, onboarding and offboarding support, role-change preparation, and access-request coordination in alignment with company standards.
• Analyze recurring incidents, support trends, and service gaps, and recommend practical improvements, knowledge resources, automation opportunities, and self-service solutions.
• Identify repeatable user support scenarios and workflow patterns that may be candidates for agentic solutions, automation, self-service, AI-assisted triage, or AI-enabled knowledge retrieval.
• Create and maintain support knowledge resources, including common issues, resolution steps, user guidance, and self-service materials.
• Triage urgent critical-incident and after-hours technology support requests, resolving issues within role capability and escalating when specialized support is needed.

What This Job Offers

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