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End User Experience Analyst

Under minimal supervision of the Service Desk/EUX Manager, provide and coordinate IT Infrastructure support and solutions for the Inmar end-user associates.

EUX Analysts primarily respond to requests for IT help for Inmar associates’ workstations (and peripheral devices) and printers; provide troubleshooting and resolution for issues end-users are having; may issue a new workstation to an Inmar associate whose problem cannot be resolved another way.

Major Responsibilities/Essential Functions:

* Respond to end-user request for IT assistance

* Track status and resolution in the Service Management Tool

* Participate in on-call rotation for 24x7 support for Critical and High Issues

Minimum Requirements:

* A minimum of an associate’s degree in computer science or a related area is required with 4 plus years of relevant work experience.

* May help to oversee the work of less experienced Support Analysts.

* Service Management tool administration; set up queues, users, workflows

* Problem Resolution skills; ability to logically troubleshoot, eliminate causes until root case is found; create a solution that addresses the root case

* Follow-through skills; ability to track multiple details to conclusion; document findings and solutions.

* Customer Service skills; ability to interact with end-users pleasantly and productively

* Basic organizational skills; ability to keep track of email threads, phone calls, related tickets

* Professional communication skills, both written and verbal

* Familiarity with emerging technologies, such as mobile devices

* Provide support for Virtual Desktop environment

* EUC: familiarity with desktop support; includes end-user interface level of knowledge with operating systems, desktop application software interaction with printers;

* EUX: basic Microsoft Office knowledge

* EUx: face-to-face end-user interaction

* Expertise in more complex troubleshooting issues with Microsoft Office, Windows, desktop, laptops, mobile devices

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