Automation-Driven End User Support Analyst

Net Impact; Columbus, Northern (GA, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Southern Company Services seeks an End User Analyst to deliver proactive desktop, hardware, and conferencing support at the Columbus, GA site. You will work with Technology Organization teams to reduce incidents and enable scalable, self-service support.

The role focuses on proactive monitoring, automation, and aligning with enterprise initiatives such as device refresh programs and major events. Strong customer service and collaboration are essential.

Qualifications

• Associate degree in a technology-related field or equivalent military/relevant experience.
• Bachelor's degree in CS/IT/Engineering or related field with 3+ years of related experience preferred.

Responsibilities

• Provide advanced support for desktop, hardware, and other workplace technologies with timely incident resolution.
• Analyze ticket trends to identify opportunities to improve customer experience and reduce time-to-resolution.
• Triage incidents upon assignment and ensure proper categorization and routing.
• Leverage Digital Experience (DEX) tools to monitor, diagnose, and resolve issues proactively.
• Develop scripts, automation, and workflows to improve support efficiency and reduce repeat issues.
• Promote self-service platforms to reduce local analyst demand.
• Support end-user computing environments including MS Teams conference rooms and AV technologies.

Skills

Desktop support

MS Windows

MS Teams

Customer service

Analytics

Education

Associate degree

Bachelor's degree

Tools

Nexthink

Power Platform

Co-Pilot

ITIL

Job description

Southern Company Services seeks an End User Analyst to deliver proactive desktop, hardware, and conferencing support at the Columbus, GA site. You will work with Technology Organization teams to reduce incidents and enable scalable, self-service support.

The role focuses on proactive monitoring, automation, and aligning with enterprise initiatives such as device refresh programs and major events. Strong customer service and collaboration are essential.