POSITION SUMMARY
- The IT End User Services Senior Analyst role is responsible for providing proficient technical support to users, following standardized processes to resolve issues related to end-user computing digital assets. This position requires deeper technical expertise than the End User Services Analyst and involves working closely with external suppliers and the Platform Service Team to ensure the efficient operation of corporate infrastructure and IT projects.
RESPONSIBILITIES
- Diagnose and troubleshoot hardware/software issues to document and resolve problems.
- Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.
- Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.
- Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.
- Collaborate with cross-functional teams to solve end-user technology issues.
- Assist with asset management and maintain stock levels of spare equipment.
- Support the Platform Service Team in backup operations and PC replacement programs.
- Keep IT management informed about the state of local infrastructure.
QUALIFICATIONS
- Strong sense of ethics and capacity to interact with stakeholders.
- Excellent collaboration and communication (Verbal and written) skills.
- Proficiency bilingual (Spanish/English) language competency required.
- Bachelor's degree or equivalent experience.
- 2-4 years of experience in MS Windows desktop operating system deployment.
- Strong understanding of software distribution tools and network infrastructure principles.
- Experience with Mobile Device Management.
- Experience with ITSM systems like ServiceNow.
PHYSICAL & ENVIRONMENTAL DEMANDS
- Medium lifting (30 lbs. – 45 lbs.)
- Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders).
TIME TRAVEL REQUIRED
- 10%
CORE COMPETENCES
- Own It
- Act With Urgency
- Foster a Customer-First Mindset
- Think Big and Execute
- Lead by Example
- Drive Continuous Improvement
- Learn and Seek Out Development
- Promote Transparency and Open Communication
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Inclusion.
OUR STRATEGIC PRIORITIES
• High-Performance Culture• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength
VERTIV BEHAVIORS
- Own it
- Act with urgency
- Foster a customer-first mindset
- Think big and execute
- Lead by example
- Drive continuous improvement
- Learn and seek out development
- Promote transparent & open communication
About Vertiv
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected].
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About the TeamSkills Required
- Bachelor's degree or equivalent experience
- Bilingual English/Spanish
- 3+ years Microsoft Windows desktop OS deployment experience
- 3+ years SCCM or other software distribution tool experience
- 3+ years Mobile Device Management (MDM) experience
- Apple Mac deployment and support experience
- PowerShell and VBScript scripting experience
- Experience with USMT, GPOs, software distribution and patch management tools
- Desktop and application virtualization knowledge
- Solid network infrastructure principles knowledge
- Solid security principles knowledge
- GDPR knowledge
- Availability to work off-hours and on-call shifts
- Experience using ITSM systems like ServiceNow
- ITIL v3 certification
- Knowledge of ISO/IEC 9001 and ISO/IEC 27001
- Excellent customer-oriented service attitude and effective communication
- Ability to manage multiple assignments and complete tasks timely
What We Do
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to ensure its customers’ vital applications run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs approximately 20,000 people and does business in more than 130 countries. For more information, and for the latest news and content from Vertiv, visit Vertiv.com.
