End User Support Analyst, Lead

Jan 08 2019
Category: Healthcare
Job Description

Job Description:

Responsible for providing end user technical support and assistance for hardware, network and system/ application problems. This includes supporting laptops, desktops, printers, peripherals and desktop applications in addition to provisioning system/application access to users. This position interfaces directly with end users and various departments, providing services to identify, evaluate and resolve technical issues with the ability to translate and communicate solutions effectively. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional, or service personnel as needed. Performs software/hardware upgrades, patch management, vulnerability management, computer image management and user training. Leads and coordinates work amongst other IT resources. Mentors others on the Infrastructure Team to develop individuals skills, knowledge and capabilities.


  • Bachelor’s degree or an equivalent combination of education and/or related work experience.
  • Minimum of four (4) years of equivalent work experience in Information Technology field providing end user technical support.
  • In-depth experience with troubleshooting Windows 7 and Windows 10 OS Working knowledge of Cloud-based productivity applications such as G-Suite Working knowledge of Active Directory, DHCP, DNS, and Group Policy
  • Experience with IT Service Desk Systems
  • Demonstrated experience in providing either direct or indirect leadership to other technical team members through coaching and mentoring.
  • Ability to interact effectively with both technical and non-technical personnel
  • Demonstrates strong organizational, analytical and problem-solving skills