End User Support Analysts provide technical support to local and remote users via telephone, email, interaction and/or remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems. Responsibilities Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system. Prioritize own workflow to meet deadlines as assigned by the leadership team. Provide technical assistance to end-users and/or guidance to acquire resolution within established SLAs. Efficiently image, install, test and maintain desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications. Proactively contact end users with follow-up telephone calls, IM or email messaging or direct personal interaction. Establish a proficiency in the applications, system interface, tools, and processes within the department's scope. Develop proficiency in the business support processes that drive the applications within the department’s scope. Participate in small and large-scale PC-related projects. Coordinate and perform PC equipment moves as requested by Facilities management. Collaborate with Asset Processing team to manage hardware and software inventory. Create, maintain, and adhere to required departmental SOPs as assigned by the leadership team. Assist Service Desk Analysts with technical service request escalations. Provide hands‑on support for Engineering and System Admin teams, as requested. Participate in on‑call support rotation, including additional night and/or weekend hours. Be available to travel, as requested. Minimum Requirements 1-2 years of PC hardware/software technical support experience. Minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience. Minimum 2 years of experience supporting mobile devices. Excellent customer experience, communication and collaboration skills. Strong detail orientation and organizational skills. Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS. Works well in high-pressure situations and with multiple task assignments. High school Diploma or equivalent work experience. Preferred Requirements 1-2 years of advanced software support experience (examples: Microsoft, Apple, etc.). 1-2 years of Networking, Server and Telecom support experience. Technical Certification (examples: CompTIA, Microsoft, etc.). Associate's degree a plus. Equal Employment Opportunity Statement Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality, and ethnic origin, color, or disability. #J-18808-Ljbffr