ATI · 7 hours ago
IT Analyst - End User Services
Monroe, NC
Full-time
Onsite
Senior Level
5+ years expATI is a materials science company that is hiring a customer-focused End User Services Analyst to join their IT team. This role involves providing technical support for end-user devices and managing incidents and requests through a ticketing system, while ensuring excellent customer service.
AerospaceIndustrialManufacturing
No H1B
Responsibilities
Provide first and second-level technical support for end-user devices (PCs, laptops, mobile devices, and peripherals)
Troubleshoot and resolve hardware, software, and network connectivity issues with a focus on Microsoft technologies (Windows OS, Office 365, Teams, Outlook, SharePoint, etc.)
Manage and prioritize incident and service request tickets in the ITSM system, ensuring timely resolution and communication with users
Deliver excellent customer service by maintaining clear, empathetic, and professional communication with end users
Assist with onboarding and offboarding processes, including user account setup, hardware provisioning, and software installation
Maintain and document IT procedures, knowledge base articles, and troubleshooting steps
Collaborate with infrastructure, network, and application teams when escalations or cross-functional issues arise
Contribute to process improvements to enhance end-user experience and reduce repeat incidents
Support IT asset management by tracking inventory and ensuring devices are properly maintained
Qualification
Required
At least 5 years of IT experience, preferably with a background in end user services or desktop support
Strong background in Microsoft technologies, including Windows 10/11, Office 365, Teams
Proven experience troubleshooting PC hardware, software, and peripheral issues
Experience with MFA, assisting users to enroll as well as troubleshoot issues
Familiarity with IT ticketing systems required
Layer 1 (Physical Layer) network troubleshooting experience required
Excellent communication and customer service skills with a user-first mindset
Ability to handle multiple priorities and work effectively in a fast-paced environment
Preferred
ServiceNow experience highly preferred
Automation experience using PowerShell highly preferred
Understanding of ITIL processes (incident, request, problem management) is a plus
Certifications such as Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are preferred
Company
ATI
Searing heat. Crushing stress. Blistering corrosion. Maybe all the above. No matter the challenge, we are our customer’s first call.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Bob Wetherbee
Board Chair & CEO
Don Newman
Chief Financial Officer
Recent News
2025-10-03
2025-09-30
2025-09-15
Company data provided by crunchbase