End User Services Analyst

Key Duties
Research, troubleshoot and diagnostic hardware/software to identify, document and resolve errors/issues Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk
Response to service desk request tickets and outages via phone, email or online incident management ensuring completeness of tickets and follow up with other team members in case of incident escalation
Provide hands-on support for IT project implementations and performs miscellaneous job-related duties as assigned
Collaborate with End User Services Team to resolve end-user's technology issues
Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User's team
Provide customer satisfaction by handling work orders with efficient communication, documentation and timeliness
Support PC replacement programs and emergency exchanges
Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc
Assist in the asset management of all end-user devices and manage the stock level of spare equipment
Additional Duties Develop/optimized, repair and return to user procedures on OS/hardware related issues
Keep IT manager inform about the state of the local infrastructure
Support the Platform Service team for local backup operation in line with corporate policies Any additional responsibilities assigned by his supervisor as required
Orders and/or manages repair parts as required
Assists with any necessary wiring for networks and phone services as required.

Technical / Functional Skills
Windows Operating System Deployment
User State Migration Tool (USMT)
Desktop related Group Policy Objects (GPO)
Software Distribution and Patch Management tool experience
Scripting with PowerShell and VBScript
Desktop and Application virtualization knowledge
Experience in using ITSM systems like ServiceNow is a plus.

Requirements:
Bachelor's Degree or equivalent experience
2 years of MS Windows desktop operating system deployment experience required
2 years of LANDesk, SCCM (or other software distribution tools) experience required
2 years of Mobile Device Management experience required
Windows desktop operating systems deployment and support experience required, Windows 10 experience is an advantage
Apple Mac deployment and support experience required
Solid Network Infrastructure Principles knowledge required
Solid Security Principles Knowledge required
GDPR Knowledge required
ITIL v3 certification is desirable
ISO/IEC 9001 and 27001 Knowledge desirables.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.