End User Technical Support Analyst

You provide first- and second-level technical support to employees through phone, ticketing systems, and other channels. You troubleshoot hardware, software, applications, networks, accounts, and access issues, administer Active Directory, document incidents, escalate complex problems, and support global users while following security procedures.

Responsibilities

• Provide technical support through phone, ticketing systems, and other intake channels
• Troubleshoot hardware, software, applications, network connectivity, user accounts, and access issues
• Administer Active Directory user accounts, groups, and access provisioning
• Manage and update incident tickets with proper documentation
• Escalate complex technical issues when necessary
• Provide Level II support for applications, systems, networks, and devices
• Ensure compliance with security policies and access management procedures
• Support global users and maintain customer satisfaction
• Guide Level I support teams

Requirements

• Active Directory Users and Groups
• Identity and Access Management
• Windows operating systems
• Microsoft Office Suite
• Network fundamentals and network topologies
• IT security policies and procedures
• Incident and service request management