IT User Support Analyst

Overview

We are seeking an IT User Support Analyst to support a large-scale Windows 11 migration initiative. This role focuses on providing end-user technical support, troubleshooting issues, and ensuring a smooth transition for users during an enterprise-wide rollout.

Key Responsibilities

• Provide Tier 1–2 technical support during Windows 11 migration
• Troubleshoot desktop, application, and system-related issues
• Support end users via phone, chat, and collaboration tools
• Assist users before, during, and after migration activities
• Document incidents, resolutions, and updates in ITSM systems
• Escalate complex issues to senior support or engineering teams
• Guide users on Microsoft 365 tools and enterprise applications
• Ensure a positive and efficient user experience throughout migration

Required Skills & Experience

• 1–3 years of experience in IT support or service desk environments
• Strong knowledge of Windows operating systems (Windows 10/11 preferred)
• Experience using ITSM tools (ServiceNow or similar)
• Strong communication and customer service skills
• Ability to troubleshoot issues beyond basic knowledge base articles
• Experience supporting Microsoft Teams and collaboration tools
• Strong sense of ownership, urgency, and customer-first mindset

Preferred Qualifications

• Experience supporting large-scale OS migrations or deployments
• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Exposure to virtual desktop environments (Citrix, VDI, or similar)
• Experience in enterprise or high-volume support environments
• Familiarity with endpoint management tools such as Microsoft Intune