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Clarksons · 2 weeks ago

End User Support Analyst

Houston, TX

Full-time

Onsite

Entry, Mid Level

Clarksons is the world’s leading provider of integrated shipping and offshore services. They are seeking an End User Support Analyst to join their Global IT Operations team, where the individual will provide IT support for desktops, laptops, printers, and other peripherals, while also managing user expectations and resolving incidents.

Financial ServicesShipping Broker

H1B Sponsor Likely

Hiring Manager

Amy Maryniak

Responsibilities

Working within the End User Support team, you will be a key point of contact for the end user for incidents & service requests. Providing IT support for desktops, Laptops, printers, peripherals, telephone systems, and mobile devices

Triage, taking ownership, troubleshooting and liaising with other IT teams in order to resolve and manage user expectations. This will be done via Telephone support, Service Now, email as well as walk ups

Creating and maintaining accurate knowledge documentation on a quarterly basis

Execute all tickets and requests utilising best practise, adoption and utilisation of technology incl automation, applications, and services

Working with the EUS Lead to identify trends and spot potential problems

Improving and iterate on service support provision to the office

Ensuring computers, printers and other peripherals are operational and current

Providing support with hardware and software maintenance

Basic hardware break fix replacement

Hardware Inventory management

Managing system access, security, and spam/anti-virus controls

Customer site visits

Proactive trend analysis calls to the end user

Full JML process covering, Joiners, Movers and Leavers

Proactive room checks

Device management, including building devices

Desk moves/ Desk set ups

To fulfil additional / ad hoc duties as needed to meet the needs of the business

Qualification

Active Directory administrationMicrosoft Office 365Technical support experienceProblem-solving skillsPowerShell scriptingVDI solutions supportNetwork fundamentalsCollaboration toolsCustomer service orientationCommunicationTeam playerSelf-motivatedAdaptability

Required

Previous experience within an IT Support role

Customer oriented, with a passion for delivering excellent service and for continuous improvement of services

Excellent communication skills, able to provide technical support over the telephone, chat or face to face

Professional manner with a strong work ethic

Good problem-solving skills, with a solution focused approach

Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance

Ability to multitask effectively during busy times and remain calm during stressful situations

A team player who can work within a framework of procedure and policies

Self-motivated and able to use initiative

Knowledge and some experience of products within the Microsoft Office 365 suite

Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange would be advantageous

Knowledge and experience of Active Directory & MS Entra administration, including user maintenance, configuring PCs and groups

Able to learn quickly and work within a fast-paced environment

Desire to learn and to undertake on-the-job training and continuous personal development

Flexible and willing to work outside of the core hours if necessary

History of automating repetitive tasks and scripting with PowerShell

Knowledge/experience of Active Directory, Entra & Intune administration

Exchange recipient and group administration (both on-prem and O365)

Experience of supporting VDI solutions

Core understanding of network fundamentals

MS Office

Apple hardware & OS (iOS, iPadOS, MacOS)

HP Hardware

Multi Factor Auth setup (MS MFA, DUO)

Collaboration tooling such as Webex, Team Viewer, Zoom and MS Teams

Solid technical understanding of Microsoft desktop Operations Systems incl Windows 10 & 11

Preferred

Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange would be advantageous

Knowledge/experience of the following are advantageous: ServiceNow ITSM tool

VMware Horizon

Cisco CUCM

ITIL V3 or Above

Company

Clarksons

Glassdoor3.4

Clarksons is a provider of integrated shipping services, bringing our connections and experience to an international client base.

Founded in 1852

London, England, GBR

1001-5000 employees

http://www.clarksons.com/

H1B Sponsorship

Clarksons has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)