IT Analyst – End User Support

About the role

The IT Analyst will provide proficient technical support to Vertiv employees, ensuring timely resolution of hardware and software issues across laptops, desktops, printers, and mobile devices. The role involves collaborating with internal teams and external suppliers to maintain end‑user computing assets and support corporate infrastructure initiatives.

Key responsibilities

• Research, troubleshoot, and diagnose hardware/software problems, documenting resolutions.
• Deliver 2nd‑level support for incidents that cannot be resolved by the Service Desk.
• Respond to service tickets, outages, and work orders via phone, email, or incident‑management tools.
• Assist with IT project implementations and hardware/software installations per corporate policies.
• Maintain asset inventory, manage spare equipment stock, and support PC replacement programs.
• Collaborate with the Platform Service Team on backup operations and local infrastructure monitoring.
• Handle purchase requests, orders, and manage repair parts as needed.

Required profile

• Bachelor’s degree or equivalent experience.
• Bilingual in English and Spanish.
• Minimum 3 years of experience deploying Windows desktop operating systems.
• Strong communication skills and ability to work off‑hours/on‑call.
• Commitment to confidentiality and accurate documentation.

Required skills

• Windows Operating System deployment.
• User State Migration Tool (USMT).
• Group Policy Objects (GPO) management.
• Software distribution and patch management (e.g., SCCM).
• Scripting with PowerShell and VBScript.
• Desktop and application virtualization.
• Familiarity with ITSM tools such as ServiceNow.