[Hiring] End User Services Analyst @COR - Ocean Spray Cranberries, Inc. (OSC-1000)

Role Description

The End-User Services Analyst is responsible for providing technical support and resolving end-user issues related to hardware, software, and network connectivity. This role focuses on diagnosing and troubleshooting technical problems, escalating complex issues, and ensuring timely resolution to minimize downtime.

• Provide Tier 1/Tier 2 support for hardware, software, and network issues via chat, email, phone, and service queues.
• Diagnose and resolve problems related to computers, peripherals, printers, telephony, and mobile devices.
• Action incidents and service requests promptly in alignment with ITIL standards and defined SLAs.
• Support video conferencing technologies for meetings and events.
• Set up and operate AV equipment including displays, projectors, microphones, speakers, and related hardware.
• Provide technical support during live events, ensuring smooth operation of AV systems.
• Assist with off-site events as needed; travel may be required.
• Configure, image, and deploy laptops, desktops, and mobile devices.
• Maintain and manage technical inventory and asset tracking.
• Act as a subject matter expert for end-user device standards, procedures, and best practices.
• Participate in technical projects and act as a resource for larger initiatives.
• Identify trends, perform root cause analysis, and recommend solutions to improve service delivery.
• Facilitate technical training sessions for end users.
• Develop and maintain user training resources and knowledge base articles.

Qualifications

• Strong knowledge of IT hardware and software solutions and tools.
• Ability to troubleshoot and diagnose technical problems effectively.
• Experience with network troubleshooting and analysis.
• Familiarity with PC and minimal Mac hardware/software support.
• Proficiency in Windows 11, Active Directory, Entra ID, Intune, and Microsoft 365.
• Understanding of ITIL principles for incident and service management.
• Excellent customer service orientation with strong written and verbal communication skills.
• Resourceful, detail-oriented, and highly organized.
• Ability to set up and operate AV equipment; troubleshoot AV issues during live events; willingness to travel for off-site events.

Requirements

• Associates Degree (Preferred)
• At least 1 Year of Experience

Benefits

• Complete insurance package on Day-1 that includes a plethora of health and wellness programs
• Health, Dental, and Vision insurance
• Health savings account
• Flexible spending account
• Life and accident insurance
• Employee assistance program
• Telehealth services
• 1:1 health coaching
• Supportive benefits for all the stages of your life
• 401(k) with up to 6% Company matching; additional potential discretionary match at year-end
• Short-Term Incentive/Performance bonuses
• Flexible scheduling options
• Vacation pay, up to three weeks of time (pro-rated for your first year of employment)
• Holiday pay for 12 holidays
• Career development and growth opportunities
• Tuition/Education assistance programs
• Access to LinkedIn Learning
• Scholarship programs for children of employees
• Parental leave
• Bright Horizons Family Solutions – Back-up care, tutoring, etc.
• Adoption assistance
• Bereavement leave
• Up to $300 fitness reimbursement
• Up to $300 massage reimbursement
• Employee appreciation events
• Employee discounts
• Charitable giving