User support analyst job description
Updated March 14, 2024
9 min read
Find better candidates in less time
Post a job on Zippia and take the best from over 7 million monthly job seekers.
Example user support analyst requirements on a job description
User support analyst requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in user support analyst job postings.
Sample user support analyst requirements
- Advanced knowledge of Windows, Linux and Mac operating systems
- Experience with network infrastructure and troubleshooting
- Proficiency in using remote support tools
- Capable of installing software and hardware
- Excellent problem solving skills
Sample required user support analyst soft skills
- Strong customer service orientation
- Ability to work independently and as part of a team
- Excellent written and verbal communication skills
- Ability to multitask and prioritize tasks
- Patience and empathy for customers
User support analyst job description example 1
Cox Media Group user support analyst job description
The End-User Support Analyst's
role is a highly technical position that provides support to Cox Media Group local and remote users' workstations and peripherals, including the deployment and retirement of computer equipment. This position is responsible for support of computer platforms, operating system software, networks, and/or productivity tools to meet the needs of the business. Excellent communication and customer service skills are a must. This position will require this individual to participate in any operational rotations such as on call and off hour implementations to avoid outages to the end-users. Overtime or after hours support is necessary in this position.
WHAT YOU WILL DO:
Build/deploy, install, configure, test, maintain, monitor, and troubleshoot end user workstations and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products. Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed. Ensure that all support incidents assigned are completed within Service Level Agreement. Deliver both timely and effective repairs to ensure optimal system performance, resulting in superior customer satisfaction. Interface with end-users, other service technicians, technical support personnel, and other technical professionals and have the communication skills to convey the situation in a tactful, professional, diplomatic and logical manner. Communicate effectively with end-users. Must be able to work as a member of a team. Acquire and maintain current knowledge of systems and support policies in order to provide technically accurate solutions to end-users. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, CD-ROMs, and so on. Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
What we look for
WHAT YOU WILL BRING:
Current (MCTS) certification and (A+) desktop certification is a plus 4 years Hardware/Software Support and deployment. 4 years Computer hardware break-fix 4 years supporting office workstations in a Microsoft Active Directory environment. 4 years Microsoft Office and Microsoft Exchange administration. 4 years Supporting Windows 7, Windows 10 a plus Knowledge of and experience with supporting Apple computers a plus. Analytical and problem-solving abilities, with keen attention to detail. Ability to troubleshoot complex technical problems with PCs and associated peripherals. Effective interpersonal skills and relationship-building skills. Ability to present ideas in user-friendly language. Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. Experience with ServiceNow Incident and Problem Management application preferred. Experience working in a team-oriented, collaborative environment. Excellent Customer Service skills. Excellent written and verbal communication skills.
WHAT WE OFFER YOU: WHY YOU SHOULD WORK AT CMG
CMG is an industry-leading media company with dominant brands, award-winning content, and exceptional people - and you could be one of them! We are a start-up built on a 100-year history of blazing trails in the world of media. Over that time, our skilled journalists and storytellers have covered war and peace, tragedies and celebrations, small moments, and global movements. We are relying on our longstanding experience and entrepreneurial mentality to build a media company that is modern, agile, and uniquely positioned for the future.
CMG provides valuable local and national journalism and entertainment content to the people and communities it serves. The company's businesses include 14 high-quality, market-leading television brands in 9 markets; 54 top-performing radio stations delivering multiple genres of content in 11 markets; a Washington, DC news bureau; and numerous streaming and digital platforms. CMG's TV portfolio includes multiple primary affiliates of ABC, CBS, FOX, NBC, Telemundo and MyNetworkTV, as well as several valuable news and independent stations.
We offer rewarding and challenging careers that encourage growth and development. We take care of our people with industry-leading total rewards offerings that includes medical, dental, vision, disability, life, and accident insurance as well as, a best-in-class wellness program, 401(k) matching and time-off programs.
We promote the safety and well-being of our employees by requiring that all newly hired CMG employees be fully vaccinated against COVID-19 prior to their start date. CMG will provide reasonable accommodations as required by law for individuals unable to be vaccinated due to a medical condition or sincerely held religious belief.
If this description fits and CMG sounds like a company you want to work for, we'd love to have you join us. Apply today!
Cox Media Group is an Equal Opportunity Employer.
#LI-CT1
role is a highly technical position that provides support to Cox Media Group local and remote users' workstations and peripherals, including the deployment and retirement of computer equipment. This position is responsible for support of computer platforms, operating system software, networks, and/or productivity tools to meet the needs of the business. Excellent communication and customer service skills are a must. This position will require this individual to participate in any operational rotations such as on call and off hour implementations to avoid outages to the end-users. Overtime or after hours support is necessary in this position.
WHAT YOU WILL DO:
Build/deploy, install, configure, test, maintain, monitor, and troubleshoot end user workstations and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products. Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed. Ensure that all support incidents assigned are completed within Service Level Agreement. Deliver both timely and effective repairs to ensure optimal system performance, resulting in superior customer satisfaction. Interface with end-users, other service technicians, technical support personnel, and other technical professionals and have the communication skills to convey the situation in a tactful, professional, diplomatic and logical manner. Communicate effectively with end-users. Must be able to work as a member of a team. Acquire and maintain current knowledge of systems and support policies in order to provide technically accurate solutions to end-users. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, CD-ROMs, and so on. Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
What we look for
WHAT YOU WILL BRING:
Current (MCTS) certification and (A+) desktop certification is a plus 4 years Hardware/Software Support and deployment. 4 years Computer hardware break-fix 4 years supporting office workstations in a Microsoft Active Directory environment. 4 years Microsoft Office and Microsoft Exchange administration. 4 years Supporting Windows 7, Windows 10 a plus Knowledge of and experience with supporting Apple computers a plus. Analytical and problem-solving abilities, with keen attention to detail. Ability to troubleshoot complex technical problems with PCs and associated peripherals. Effective interpersonal skills and relationship-building skills. Ability to present ideas in user-friendly language. Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. Experience with ServiceNow Incident and Problem Management application preferred. Experience working in a team-oriented, collaborative environment. Excellent Customer Service skills. Excellent written and verbal communication skills.
WHAT WE OFFER YOU: WHY YOU SHOULD WORK AT CMG
CMG is an industry-leading media company with dominant brands, award-winning content, and exceptional people - and you could be one of them! We are a start-up built on a 100-year history of blazing trails in the world of media. Over that time, our skilled journalists and storytellers have covered war and peace, tragedies and celebrations, small moments, and global movements. We are relying on our longstanding experience and entrepreneurial mentality to build a media company that is modern, agile, and uniquely positioned for the future.
CMG provides valuable local and national journalism and entertainment content to the people and communities it serves. The company's businesses include 14 high-quality, market-leading television brands in 9 markets; 54 top-performing radio stations delivering multiple genres of content in 11 markets; a Washington, DC news bureau; and numerous streaming and digital platforms. CMG's TV portfolio includes multiple primary affiliates of ABC, CBS, FOX, NBC, Telemundo and MyNetworkTV, as well as several valuable news and independent stations.
We offer rewarding and challenging careers that encourage growth and development. We take care of our people with industry-leading total rewards offerings that includes medical, dental, vision, disability, life, and accident insurance as well as, a best-in-class wellness program, 401(k) matching and time-off programs.
We promote the safety and well-being of our employees by requiring that all newly hired CMG employees be fully vaccinated against COVID-19 prior to their start date. CMG will provide reasonable accommodations as required by law for individuals unable to be vaccinated due to a medical condition or sincerely held religious belief.
If this description fits and CMG sounds like a company you want to work for, we'd love to have you join us. Apply today!
Cox Media Group is an Equal Opportunity Employer.
#LI-CT1
Post a job for free, promote it for a fee
User support analyst job description example 2
Johnson Controls user support analyst job description
Job Details
What you will do
This role is responsible for guiding field employees in the use of BSNA software applications and business processes in a fast paced, changing environment. You will work closely with IT programmers, Business Leadership and other headquarters departments to ensure that customer needs are fulfilled in order to remove roadblocks to project execution. Must have a working knowledge of NxGen and the HVAC Truck Based business.
How you will do it
* Provide direct support to the BSNA Field Organization, through the creation and timely resolution of Support Requests.
* Works to achieve timely contact, appropriate communication and follow-up with field personnel to resolve issues, taking direction from BNSA Business Leadership.
* Works with North America BSNA Business Leadership and other JCI departments to accomplish common, strategic goals.
* Mentors User Support Associates in learning BSNA business applications and processes and assists in escalation when necessary.
* Provides input for the development of new tools and processes to aid in the day-to-day operations of the User Support team.
* Assist in User Acceptance Testing for BSNA Operations applications, and assists in the collection of data from various financial systems to support other SSNA Operations team members.
* Through on-going analysis, identifies trends and proposes long-term, strategic corrective action by providing input to BE Operations team and software programmers.
* Creates supporting documentation for the timely resolution of incoming support requests.
* Maintains documentation in shared filing system.
* Assists with development or delivery of training material for the BE-BSNA Operations programs.
* Follows established procedures and guidelines.
* Responsible for the promotion of and adherence to JCI's safety policies.
What we look for
Required
* Bachelor's degree in Business or Finance preferred with a minimum of 5 years progressive work experience in the field or Minimum 5-8 years of service industry experience managing or supporting BSNA truck-based operations.
* Possesses basic knowledge of accounting/finance and business principles.
* Working knowledge of Salesforce and NxGen preferred.
* Must have excellent analytical and problem-solving capabilities with a strong desire to help others achieve their goals.
* Must be a willing team player and be able to effectively interact and communicate with a variety of customers from a wide range of backgrounds.
* Must be comfortable working in a fast paced environment
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.
What you will do
This role is responsible for guiding field employees in the use of BSNA software applications and business processes in a fast paced, changing environment. You will work closely with IT programmers, Business Leadership and other headquarters departments to ensure that customer needs are fulfilled in order to remove roadblocks to project execution. Must have a working knowledge of NxGen and the HVAC Truck Based business.
How you will do it
* Provide direct support to the BSNA Field Organization, through the creation and timely resolution of Support Requests.
* Works to achieve timely contact, appropriate communication and follow-up with field personnel to resolve issues, taking direction from BNSA Business Leadership.
* Works with North America BSNA Business Leadership and other JCI departments to accomplish common, strategic goals.
* Mentors User Support Associates in learning BSNA business applications and processes and assists in escalation when necessary.
* Provides input for the development of new tools and processes to aid in the day-to-day operations of the User Support team.
* Assist in User Acceptance Testing for BSNA Operations applications, and assists in the collection of data from various financial systems to support other SSNA Operations team members.
* Through on-going analysis, identifies trends and proposes long-term, strategic corrective action by providing input to BE Operations team and software programmers.
* Creates supporting documentation for the timely resolution of incoming support requests.
* Maintains documentation in shared filing system.
* Assists with development or delivery of training material for the BE-BSNA Operations programs.
* Follows established procedures and guidelines.
* Responsible for the promotion of and adherence to JCI's safety policies.
What we look for
Required
* Bachelor's degree in Business or Finance preferred with a minimum of 5 years progressive work experience in the field or Minimum 5-8 years of service industry experience managing or supporting BSNA truck-based operations.
* Possesses basic knowledge of accounting/finance and business principles.
* Working knowledge of Salesforce and NxGen preferred.
* Must have excellent analytical and problem-solving capabilities with a strong desire to help others achieve their goals.
* Must be a willing team player and be able to effectively interact and communicate with a variety of customers from a wide range of backgrounds.
* Must be comfortable working in a fast paced environment
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.
Dealing with hard-to-fill positions? Let us help.
User support analyst job description example 3
Santander Bank user support analyst job description
- Bachelor's Degree or equivalent work experience in Computer Science/Software Engineering or equivalent field.
- 9-12 years experience with client (PC) technologies and support services.
Skills:
- Advanced technical support/troubleshooting skills
- Experience with IT helpdesk ticketing software
- Strong knowledge and experience with Active Directory, Exchange, Microsoft Teams
- Field services support experience (e.g. deskside support, IT kiosk, VIP support, etc.)
- Good knowledge of mobility solutions (e.g. Intune, AirWatch, iOS, Android, MacOS, etc.)
- Active Directory, Azure AD, SCCM, Intune, AirWatch, OneDrive, SharePoint Online, Teams
- Experience pulling cables and installing PC's
- Understands general end-user support methodologies (i.e. ITIL framework)
- Possess a strong customer service focus with a genuine desire to assist
- Ability to work independently
- Methodical and disciplined approach to problem solving
- Ability to communicate technical information to non-technical audiences
- Ability to work with others in researching and resolving problems
- Ability to manage multiple tasks concurrently and prioritize tasks and end-user support tickets
- Ability to remain calm in an occasionally high-pressure environment
Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.
Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.
Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.
Employer Rights: Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.
#LI-AB1
Start connecting with qualified job seekers
Resources for employers posting user support analyst jobs
Average cost of hiring
Recruitment statistics
How to write a job description
Examples of work conditions
User support analyst job description FAQs
Ready to start hiring?
Updated March 14, 2024
Updated March 14, 2024