Analyst Sr, End User

JOB SUMMARY:  

This role delivers dedicated executive technical support at the Virginia Natural Gas Headquarters, serving as the primary point of contact for leadership technology needs. It owns the end-to-end executive experience, including proactive device management, meeting and event support, rapid issue resolution, and the handling of sensitive, high-priority requests with discretion and urgency.

Outside of direct executive engagement, the role functions as an End User Support analyst, providing advanced troubleshooting across enterprise environments. This includes partnering with the Service Desk, Workplace Support, and other Technology teams to resolve complex incidents, support AV and workplace technology, and drive continuous improvement through automation and process enhancements.

Minimal travel to Washington, DC office is required based on business need.

Key Responsibilities

• Provide primary white-glove Executive support, ensuring seamless technology experiences through proactive device management, rapid response, and full ownership of incidents, requests, and sensitive communications.
• Deliver end-to-end meeting and event support, including readiness checks, live troubleshooting for high-profile meetings, and maintaining deep familiarity with Executive devices, preferences, and work environments.
• Serve as an escalation point for unresolved issues, partnering with Service Desk, Workplace Support, and other Technology teams to drive timely resolution.
• Utilize tools such as Copilot, AI, Helix, and Nexthink to proactively identify and resolve issues across PC and AV environments.
• Drive automation and process improvements to reduce manual effort, improve efficiency, and lower incident volume.
• Provide hands-on technical support, including device deployment, break-fix, and resolution of conference room, AV, and connectivity issues.
• Manage device lifecycle and preventative maintenance, including refresh planning and optimization of end-user technology.
• Build strong relationships with business partners to deliver a high-quality support experience and promote effective use of technology.
• Partner across Technology Organization teams to deliver cohesive, end-to-end support.
• Support critical operations, including after-hours coverage for major events, storm response, and 24/7 business needs as required.
• Maintain and share expertise in emerging technologies, serving as a Subject Matter Expert (SME) and mentoring junior team members.

Knowledge, Skills, and Abilities

• Demonstrated ability to deliver white-glove Executive support with discretion, professionalism, and strong judgment in high-pressure situations.
• Strong customer focus, with proven ability to meet commitments and perform in fast-paced environments.
• Advanced technical knowledge of end-user environments, including PC hardware, Windows 11, Microsoft 365, Copilot, and supporting infrastructure.
• Experience providing both remote and hands-on support, including device provisioning, hardware repair, and AV/connectivity troubleshooting.
• Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex issues.
• Effective communication skills, with the ability to coordinate across Technology teams, business units, and vendors.
• Ability to evaluate and apply emerging technologies to improve service delivery.
• Strong collaboration skills, with a focus on consistency and value across the organization.
• Ability to perform physical support tasks, including lifting up to 40 pounds.
• Working knowledge of the utility industry and Southern Company environment preferred.

Behavioral Attributes

• High level of professionalism, discretion, and trust, with the ability to handle sensitive information and perform effectively under pressure.
• Proactive and self-directed, with strong prioritization skills and the ability to deliver results with minimal supervision.
• Strong service mindset, focused on delivering exceptional end-user and Executive experiences.
• Clear and effective communicator, able to provide concise guidance to users and stakeholders.
• Collaborative team player, working effectively across geographically dispersed teams to resolve issues and improve service delivery.
• Continuous learner who seeks opportunities to improve and share knowledge.
• Committed to safe work practices.

Qualifications

• 5+ years of experience in technical support or service desk role.
• A two-year degree in a technology-related field or equivalent military and/or work experience is required. A bachelor’s degree in computer science, Information Technology, Engineering, or a related field is preferred.