Aquarion Water Company ยท 18 hours ago
End User Support Analyst
Monroe, CT, US, 06468
Full-time
Hybrid
Mid Level
$68K/yr - $85K/yr
3+ years expAquarion Water Company is the public water supply company for over 750,000 people in Connecticut. The End User Support Analyst will provide technical assistance and support to end-users, ensuring effective utilization of technology tools and resolving user issues in collaboration with the IT team.
Utilities
Responsibilities
Providing prompt, accurate, and professional technical support via phone, email, chat or in-person, serves as the primary point of contact for all user-related technical issues, including hardware and software problems, network connectivity, and system errors
Leads the user provisioning tasks including IT Orientation training
Documents user issues, resolutions and troubleshooting steps in a comprehensive and organized manner, ensuring accurate and relevant information for future use
Participate in the testing, training, and assist with the delivery of technology projects, service owners and/or consultants. Research and participate in the development of system requirements, and evaluation and selection of hardware
Assist with the set up of pre-production environments for testing (unit, system, integration, performance, user acceptance), coordinate testing schedules, and make recommendations to improve effectiveness, efficiency, and overall performance satisfaction for the end user
Prepare routine end user and support staff instructions and assist in the development of training and orientation materials
Coordinate training with business or 3rd party including identifying/creating cost estimates and presenting costs, time-scheduling, resource requirements, risk considerations
Coordinate deployment schedules, develop communication plans and provide metrics from surveys and incidents to measure deployments success to Project Management team, Service Owner and Support team
Qualification
Required
Providing prompt, accurate, and professional technical support via phone, email, chat or in-person, serves as the primary point of contact for all user-related technical issues, including hardware and software problems, network connectivity, and system errors
Leads the user provisioning tasks including IT Orientation training
Documents user issues, resolutions and troubleshooting steps in a comprehensive and organized manner, ensuring accurate and relevant information for future use
Substantial demonstrable knowledge of technical domains which will include some of the following: Windows 10 and Windows 11 maintenance, deployment and updates, Active Directory- including GPOs and Remote Support Control tools, Office 365 applications and administration (hybrid/cloud), ITSM application (Cherwell) for system of record/knowledge sharing, PC hardware - desktops, laptops, toughbooks, iPads and Conference Room audio/video setups, Imaging laptops and profiling devices and hands on expertise of DNS, DHCP, TCP/IP, Android/iPhone smartphone configuration, security and support
Participate in the testing, training, and assist with the delivery of technology projects, service owners and/or consultants
Research and participate in the development of system requirements, and evaluation and selection of hardware
Assist with the set up of pre-production environments for testing (unit, system, integration, performance, user acceptance), coordinate testing schedules, and make recommendations to improve effectiveness, efficiency, and overall performance satisfaction for the end user
Prepare routine end user and support staff instructions and assist in the development of training and orientation materials
Coordinate training with business or 3rd party including identifying/creating cost estimates and presenting costs, time-scheduling, resource requirements, risk considerations
Coordinate deployment schedules, develop communication plans and provide metrics from surveys and incidents to measure deployments success to Project Management team, Service Owner and Support team
Preferred
3 plus years of proven experience in a user support role, providing technical assistance and troubleshooting to end-users
Ability to adapt to changing technologies and learn new tools and systems quickly
Strong understanding of user support best practices and industry standards
In-depth knowledge of hardware and software
Stay updated with industry trends and advancements in technology to provide proactive support, identify areas for improvement, and recommend enhancements to existing systems and processes
Familiarity with IT service management (ITSM) practices and principles and as well as other applications, such as but not limited to SAP, GIS, SCADA
Strong self and time management with problem-solving and analytical skills, with the ability to logically diagnose and resolve user issues
Ability to work independently and collaboratively in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines
Ability to multi-task, stay calm and composed in potentially stressful situations with end users
Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to non-technical users
Attention to detail and accuracy in documenting user issues and resolutions
Continuously monitor, analyze, and report on user support metrics, such as response time, resolution time, user satisfaction, and overall ticket volume, to identify trends and implement improvements in the user support process
Company
Aquarion Water Company
Aquarion Water Company is the public water supply and wastewater treatment company for more than 780,000 people in 73 cities and towns in Connecticut, Massachusetts and New Hampshire.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Joy Hyde
Executive Assistant to CFO
Ken Zima
CIO-Director, Information Technology
Company data provided by crunchbase