IT End User Services Analyst

About the role

Vertiv is seeking an IT End User Services Analyst to provide second‑level support for hardware and software issues across the organization. The role involves responding to service desk tickets, assisting with installations, and supporting IT projects while maintaining data confidentiality.

Key responsibilities

• Respond to service desk tickets and outages via phone, email, or online systems, escalating incidents as needed.
• Provide second‑level support for hardware and software problems, including troubleshooting and diagnosis.
• Assist with hardware and software installation and configuration according to corporate policies.
• Support PC replacement programs, emergency equipment exchanges, and local backup operations.
• Participate in IT project implementations and provide hands‑on assistance.
• Maintain confidentiality of user data and perform miscellaneous job‑related duties.

Required profile

• A+ certification or 1‑2 years of end‑user support experience.
• 1‑3 years of experience deploying Microsoft Windows desktop operating systems.
• Basic understanding of software distribution, patch management, and network infrastructure.
• Experience with ITSM tools such as ServiceNow.
• Ability to lift 30‑45 lb and perform frequent standing, kneeling, and climbing.
• Willingness to travel up to 10% of the time.
• Legal authorization to work in the United States without sponsorship.

Required skills

• A+ certification
• Windows desktop OS deployment
• Software distribution tools
• Patch management tools
• ServiceNow (ITSM platform)
• Basic networking concepts
• Fundamental security principles