IT End User Services Analyst

Job Description

Responsibilities

User Support & Issue Resolution

• Provide 1st and 2nd level IT support to Vertiv employees, ensuring timely resolution of incidents beyond the Service Desk’s scope.
• Troubleshoot, diagnose, and resolve hardware and software issues proactively and efficiently.
• Respond to service desk tickets, outages, and user requests via phone, email, or incident management tools, ensuring accurate ticket tracking and escalation.
• Deliver on-site, hands-on support for IT project implementations and urgent technical issues.
• Provide user training, onboarding support, and consult employees on the effective use of existing technologies.

IT Operations & Infrastructure

• Install, configure, and maintain hardware, software, and workstations in compliance with corporate standards.
• Perform basic administration of Active Directory, file server access rights, and user network accounts.
• Manage and maintain network access, antivirus protection, client/server systems, and hard-drive encryption.
• Implement security updates, OS and software installations, and monitor critical IT systems for performance and uptime.
• Support cable management, hardware setup, and network/phone service wiring as needed.

Asset & Inventory Management

• Support hardware/software asset management and spare stock control.
• Assist in PC replacement programs and emergency hardware exchanges.
• Identify, prepare, and coordinate disposal of obsolete IT hardware.
• Organize repairs with authorized service partners and manage procurement of IT equipment and services.

Governance & Compliance

• Ensure strict compliance with corporate security, data retention, and confidentiality policies.
• Maintain thorough documentation, clear communication, and high customer satisfaction across all IT support activities.
• Collaborate with global IT teams and adhere to End User Services designs and global standards.

Planning & Project Support

• Contribute to planning and execution of the annual IT operating plan and budget.
• Make informed recommendations on IT equipment needs based on evolving business requirements.
• Assist in the infrastructure planning and coordination for new and existing office locations.
• Participate in global IT initiatives, supporting service improvement and new technology rollouts.

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Minimum 1–3 years of experience in IT support or similar technical roles
• Experience with IT Service Management tools (e.g., ServiceNow, LogMeIn, or equivalent)
• Hands-on experience with desktop OS deployment, MDM solutions, and software distribution tools (e.g., LANDesk, SCCM)

Technical Skills

• Strong proficiency in Microsoft Windows client and server operating systems
• Good knowledge of network infrastructure principles, protocols, and basic troubleshooting
• Skilled in installation, configuration, and maintenance of IT hardware and software
• Advanced user of Microsoft Office applications, particularly Excel, Word, and PowerPoint
• Familiarity with Active Directory, user account management, and IT security best practices
• Certifications such as Microsoft, Cisco, or ITIL (preferred but not mandatory)

Soft Skills

• Excellent verbal and written communication skills
• Strong customer service orientation with empathy, courtesy, and responsiveness
• Effective problem-solving skills with adaptability, analytical thinking, and persistence
• Strong time management with the ability to prioritize tasks and multitask effectively
• High attention to detail with a focus on accuracy and thoroughness

Other Requirements

• Proficiency in English (spoken and written)
• Valid driver’s license
• Willingness to travel or provide on-site support when required

Work Authorization

Equal Opportunity Employer

Job Details

About The Company

Report