End User Experience & Automation Analyst

Net Impact; Columbus (GA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Southern Company is seeking a skilled End User Analyst to deliver frontline digital workplace support across desktop, hardware, and conferencing systems. You will monitor, diagnose, and resolve incidents, while developing automation to reduce toil and improve MTTR.

This role partners across IT teams and business units to enable self-service and maintain high customer satisfaction. Based in Columbus, GA, the position involves after-hours storm support and work with enterprise initiatives

Qualifications

• Experience with Digital Experience Monitoring tools and automation.
• Background in incident, problem, and change management.
• Contribute to knowledge articles and self-service initiatives.

Responsibilities

• Provide advanced support for desktop, hardware, and workplace tech.
• Analyze ticket trends to improve customer experience and reduce time-to-resolution.
• Triage incidents and validate proper categorization and routing.
• Proactively monitor and diagnose issues using DEX tools.
• Develop scripts and workflows to improve efficiency and reduce repeats.
• Support end-user computing with OS upgrades and MS Teams room upgrades.

Skills

Digital Experience Monitoring

Automation scripting

Problem management

Endpoint security practices

MS Teams / conferencing

Customer service mindset

Education

Associate degree in technology field

Bachelor's degree in CS/IT/Engineering

Tools

Nexthink

Job description

Southern Company is seeking a skilled End User Analyst to deliver frontline digital workplace support across desktop, hardware, and conferencing systems. You will monitor, diagnose, and resolve incidents, while developing automation to reduce toil and improve MTTR.

This role partners across IT teams and business units to enable self-service and maintain high customer satisfaction. Based in Columbus, GA, the position involves after-hours storm support and work with enterprise initiatives