End User Support Analyst

Aquarion Water Company; Monroe (CT); Hybrid; USD 68,000 - 85,000; Full time

Job summary

An established industry player is seeking a dedicated End User Support Analyst to provide exceptional technical assistance and support to end-users. This role involves troubleshooting hardware and software issues, leading user provisioning tasks, and participating in technology project delivery. The ideal candidate will possess strong communication skills, the ability to manage multiple priorities, and a keen understanding of user support best practices. Join a forward-thinking company that values sustainable practices and offers a hybrid work schedule after three months of successful employment. This is a fantastic opportunity to grow your career in a dynamic environment.

Benefits

Hybrid Work Schedule

Professional Development Opportunities

Health Insurance

Retirement Plan

Paid Time Off

Qualifications

• 3-5 years of experience in user support roles with technical assistance.
• Strong understanding of hardware and software with troubleshooting skills.

Responsibilities

• Provide technical support via various channels for user-related issues.
• Document user issues and resolutions for future reference.
• Assist in testing and training for technology projects.

Skills

Technical Support

Problem Solving

Communication Skills

User Support Best Practices

Time Management

Analytical Skills

Education

Associate's Degree in Information Technology

Bachelor's Degree in Computer Science

CompTIA A+

CompTIA Network+

Tools

Windows 10

Windows 11

Active Directory

Office 365

ITSM (Cherwell)

Android/iPhone

Job description

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Aquarion Water Company is the public water supply company for more than 750,000 people in 72 cities and towns throughout Connecticut, as well as serving customers in Massachusetts and New Hampshire. It is the largest investor-owned water utility in New England and among the seven largest in the U.S. Based in Bridgeport, CT, it has been in the public water supply business since 1857. Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices. Aquarion Water Company is a wholly-owned subsidiary of Eversource.

Job Summary

This position will provide exposure to a very broad range of activities including technical support, project delivery, industry specific business processes and training.

As an End User Support Analyst, you will play a key role in providing technical assistance and support to end-users. Your primary responsibility will be to ensure that users can effectively utilize the organization's technology tools and systems. You will serve as the first point of contact for troubleshooting and resolving user issues, working closely with the IT team to provide exceptional customer service and promote user satisfaction.

Operational Support

• Providing prompt, accurate, and professional technical support via phone, email, chat or in-person, serves as the primary point of contact for all user-related technical issues, including hardware and software problems, network connectivity, and system errors.
• Leads the user provisioning tasks including IT Orientation training.
• Documents user issues, resolutions and troubleshooting steps in a comprehensive and organized manner, ensuring accurate and relevant information for future use.
• Substantial demonstrable knowledge of technical domains which will include some of the following:
  • Windows 10 and Windows 11 maintenance, deployment and updates
  • Active Directory- including GPOs and Remote Support Control tools
  • Office 365 applications and administration (hybrid/cloud)
  • ITSM application (Cherwell) for system of record/knowledge sharing
  • PC hardware - desktops, laptops, toughbooks, iPads and Conference Room audio/video setups
  • Imaging laptops and profiling devices and hands on expertise of DNS, DHCP, TCP/IP
  • Android/iPhone smartphone configuration, security and support

Project Delivery

• Participate in the testing, training, and assist with the delivery of technology projects, service owners and/or consultants. Research and participate in the development of system requirements, and evaluation and selection of hardware.
• Assist with the set up of pre-production environments for testing (unit, system, integration, performance, user acceptance), coordinate testing schedules, and make recommendations to improve effectiveness, efficiency, and overall performance satisfaction for the end user.
• Prepare routine end user and support staff instructions and assist in the development of training and orientation materials.
• Coordinate training with business or 3rd party including identifying/creating cost estimates and presenting costs, time-scheduling, resource requirements, risk considerations.
• Coordinate deployment schedules, develop communication plans and provide metrics from surveys and incidents to measure deployments success to Project Management team, Service Owner and Support team.
• Strong self and time management with problem-solving and analytical skills, with the ability to logically diagnose and resolve user issues.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines.
• Ability to multi-task, stay calm and composed in potentially stressful situations with end users.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to non-technical users.
• Attention to detail and accuracy in documenting user issues and resolutions.
• Continuously monitor, analyze, and report on user support metrics, such as response time, resolution time, user satisfaction, and overall ticket volume, to identify trends and implement improvements in the user support process.

Preferred Requirements

• 3- 5 years of proven experience in a user support role, providing technical assistance and troubleshooting to end-users.
• Ability to adapt to changing technologies and learn new tools and systems quickly.
• Strong understanding of user support best practices and industry standards.
• In-depth knowledge of hardware and software.
• Stay updated with industry trends and advancements in technology to provide proactive support, identify areas for improvement, and recommend enhancements to existing systems and processes.
• Familiarity with IT service management (ITSM) practices and principles and as well as other applications, such as but not limited to SAP, GIS, SCADA.

Education/Certifications

• An Associate and/or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• CompTIA A+, CompTIA Network+, Google IT Support Professional Certificate, or Microsoft Certifications.
• Certifications such as HDI (Help Desk Institute) Support Center Analyst or ITIL Foundation are a plus.

After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote).

Job is classified as an exempt position with an annual salary range of $68,000 - $85,000.

Aquarion Water Company is an equal opportunity employer, and we prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, military or veteran status, or any other legally protected status in accordance with applicable federal, state and local laws.

Join Us

Aquarion Water Company of Connecticut, a subsidiary of Eversource, is the public water supply company for approximately 236,000 customer accounts or more than 750,000 people in 72 cities and towns in Connecticut, Massachusetts and New Hampshire.

We are the largest investor-owned water utility in New England and are among the seven largest in the U.S. Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices.

Nearest Major Market: Bridgeport
Nearest Secondary Market: Danbury