IT End User Services Analyst

POSITION SUMMARY 

• The IT End User Services Analyst provides foundational technical support to all users. They assist in analyzing and troubleshooting issues related to end-user computing digital assets (e.g., laptops, desktops, printers, mobile phones) and serve as a point of escalation for incidents that require local resolution. They work alongside the Platform Service Team to support corporate infrastructure and participate in various IT projects. 

RESPONSIBILITIES 

• Respond to service desk tickets and outages via phone, email, or online systems, ensuring incident management and escalation when necessary. 

• Provide second-level user support for hardware and software issues. 

• Assist in hardware and software installation/configuration according to corporate policies and guidelines. 

• Aid in troubleshooting and diagnosing hardware/software errors. 

• Support PC replacement programs and emergency equipment exchanges. 

• Provide hands-on assistance for IT project implementations. 

• Help with local backup operations in alignment with corporate policies. 

• Maintain confidentiality on all user data and related information. 

• Perform miscellaneous job-related duties as assigned. 

• Strong emphasis on Manufacturing and/or Plant experience 

• Matrix management style 

QUALIFICATIONS 

• Bachelor's degree or equivalent experience. 

• A+ certificate or 1-2 years’ experience with a technical support environment 

• End User and/or Customer Facing support 

• 1-3 years of experience in MS Windows desktop operating system deployment. 

• Basic understanding of Software Distribution and Patch Management tools. 

• Ability to create and manage IT tickets effectively is required. Experience with ServiceNow preferred 

• Basic knowledge of network infrastructure and security principles. 

• Experience with Apple Mac deployment and support is a plus 

PHYSICAL & ENVIRONMENTAL DEMANDS 

• Medium lifting (30 lbs. – 45 lbs.) 

• Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders). 

TIME TRAVEL REQUIRED 

• 10% 

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.   

OUR CORE PRINCIPALS:  Safety.  Integrity.  Respect.  Teamwork.  Diversity & Inclusion. 

OUR STRATEGIC PRIORITIES 

• Customer Focus 

• Operational Excellence 

• High-Performance Culture 

• Innovation 

• Financial Strength 

OUR BEHAVIORS 

• Own It 

• Act With Urgency 

• Foster a Customer-First Mindset 

• Think Big and Execute 

• Lead by Example 

• Drive Continuous Improvement 

• Learn and Seek Out Development 

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected.  With $6.9 billion in revenue, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.  

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers 

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