User Support Analyst

Rehrig Pacific; Erie (Erie County); Hybrid; USD 60.000 - 75.000; Vollzeit

Zusammenfassung

Rehrig Pacific seeks a User Support Analyst to provide responsive, business-focused technology support for employees at their local facility and assigned business units. This role covers user devices, collaboration tools, meeting technology, and standard business applications to improve the employee technology experience.

The position is hybrid, onsite at least 2 days per week, with responsibilities including incident resolution, onboarding/offboarding, and creating knowledge resources for

Qualifikationen

• Bachelor's degree in Information Technology or related field, or equivalent experience.
• 2+ years end-user tech support in corporate or multi-location environments.
• Experience with endpoint OS, mobile devices, printers, productivity apps, and collaboration tools.
• Able to troubleshoot hardware, software, connectivity, and access issues with clear documentation.
• CompTIA A+, Microsoft, ITIL Foundations certifications preferred.

Aufgaben

• Diagnose, resolve, document, and escalate end-user issues for computers, devices, and standard business systems.
• Maintain workplace technology readiness at assigned locations, including meeting spaces and printers.
• Provide timely tech support to hybrid teams to ensure reliable access to systems and tools.
• Coordinate incident resolution and escalation to infrastructure, security, or vendor teams.
• Handle onboarding/offboarding and access-request coordination per company standards.
• Analyze recurring incidents and gaps, and suggest improvements and self-service options.
• Create and maintain knowledge resources for consistency and self-service use.
• Triage urgent after-hours incidents and escalate when needed.

Kenntnisse

End-user support

Troubleshooting

Documentation

Incident management

Hybrid work experience

Ausbildung

Bachelor's degree in Information Technology or related field

Equivalent relevant experience

Tools

CompTIA A+

Microsoft certifications

ITIL Foundations

Jobbeschreibung

Location: Hybrid - Onsite at least 2 days per week.

Purpose of the Role The User Support Analyst provides responsive, business-focused technology support for employees at their local facility and any assigned business units. This includes support for users, devices, collaboration tools, meeting technology, and standard business applications. The role is accountable for resolving end-user technology issues, improving the employee technology experience, and coordinating with specialized IT teams when escalation is required.

Areas of Accountabilities

• Diagnose, resolve, document, and appropriately elevate issues related to computers, mobile devices, peripherals, printers, collaboration tools, access, productivity applications, and standard business systems.
• Maintain operational readiness of the workplace technology at assigned locations including shared workspaces, office devices, conference rooms, meeting spaces, printers, and workplace technologies required for daily business operations.
• Deliver timely technology assistance to employees in assigned functional groups in remote or hybrid settings, enabling reliable access to systems, applications, devices, and collaboration tools.
• Coordinate effective incident resolution and escalation by identifying issues requiring infrastructure, security, application, vendor, or specialized IT support and ensuring issues are documented, routed, and communicated clearly through resolution.
• Execute employee lifecycle technology activities, including equipment deployment and recovery, onboarding and offboarding support, role-change preparation, and access-request coordination in alignment with company standards.
• Analyze recurring incidents, support trends, and service gaps, and recommend practical improvements, knowledge resources, automation opportunities, and self-service solutions that improve consistency and reduce repeat requests.
• Identify repeatable user support scenarios and workflow patterns that may be candidates for agentic solutions, automation, self-service, AI-assisted triage, or AI-enabled knowledge retrieval.
• Create and maintain support knowledge resources by documenting common issues, resolution steps, user guidance, and self-service materials that improve support consistency, reduce repeat requests, and strengthen the knowledge base used by employees, support teams, and approved AI-enabled solutions.
• Triage urgent critical-incident and after-hours support regarding technology issues, resolving issues within role capability, and escalating to the appropriate technical resources when specialized support is needed.

Knowledge, Skills, and Experience

• Bachelor's degree in Information Technology, or a related field, or equivalent relevant experience.
• 2+ years of experience providing end-user tech support in a corporate or multi-location business environment, including onsite and remote teams.
• Working knowledge of endpoint operating systems, mobile devices, peripherals, printers, productivity applications, collaboration platforms, and common Software-as-a-Service applications.
• Ability to troubleshoot hardware, software, connectivity, access, device, and user-workflow issues using structured problem-solving and clear documentation.
• Experience creating support documentation, knowledge articles, user guides, or training materials preferred.
• Relevant CompTIA A+, Microsoft, ITIL Foundations, or similar certifications preferred.
• Ability to lift, move, configure, and deploy standard technology equipment as required.
• Willingness to travel domestically approximately 20%.