Sr End User Analyst

Lead large complex projects related personal computers, tablets, rugged devices, and accessories.

Ensure security compliance with hardware and software

Identifies best practices, standards, and improvements to achieve high quality services/products.

The Sr End User Analyst IV primary responsibility is to provide technical assistance to end users on a variety of tasks such as identifying, researching, and resolving complex technical issues, leading special IT projects to support strategic desktop initiatives, and providing advanced desktop support. The technical specialist will take part in the company’s critical infostructure end user hardware program. The technical specialist will be asked to take the lead on large-scale and technically complex companywide projects and initiatives. Additional areas of responsibility include developing and maintaining standards, end user computing product roadmaps, device refresh, troubleshooting and resolving computer hardware, peripherals and software application Issues, performing maintenance, inventory management, placing orders, and solving applications issues of medium to high complexity, and educating users on proper usage.

Supervise the teams ticket life cycle of all incidents, requests and problems, ensuring SLAs are met

Create new and mature existing policies and procedures including Knowledge Base

Assist with training team members in process and technology

Lead the PC Support team in managing and supporting 2000+ desktops/laptops, iPads, and related peripherals to ensure they comply to hardware, security, software, and operating system standards.

Rotating on call shift (1 week per month)

Maintain accurate CMDB inventory including place hardware orders as needed to meet PC refresh life cycle targets

Work with the server intel team to build SCCM packages for deployment

Help develop and execute long-range plans for computer acquisitions and replacements.

Work with other IT departments to ensure seamless integration and resolution of cross-functional technical challenges

Functions as a technical SME in the companies CIP environment to manage the desktop computing environment, including operating system/BIOS upgrades, development, maintenance, and versioning of the operating system build, as well as application installation and system configuration manipulation using automation.

Monitor and Analyze support metrics to identify trends, implement improvements in people, process and technology for improved efficiency and customer service

Own and act as an escalation point for complex technical issues and customer escalations.

Key responsibilities include resolving issues in person or remotely, documenting problems, maintaining system security, and collaborating with other IT professionals to ensure smooth technological operations. The analyst will work closely with Project Managers, Supervisors, and members of other teams. This role will also serve as a mentor to less experienced team members.

Ability to multi-task between priorities

Experience working in environment that has embraced the ITIL framework

Ability to effectively communicate and interact with stakeholders of all organizational levels regarding all matters, included but not limited to planned maintenance windows, technical and cyber initiatives, etc.

Bachelor’s Degree in [Type the desired degrees here]

5+ years of related experience required

Proficient with advanced technical troubleshooting and support.

Ability to act as a project manager for large upgrades and deployments

Experience managing and supporting Windows 11 and related software

In depth knowledge of personal computer hardware and software

Proven ability to diagnose and resolve complex technical issues.

Experience refreshing old hardware with new, migrating user data, and updating software and drivers

Ability to mentor, develop, and provide feedback to a technical team.

Experience with Microsoft System Center Configuration Manager

Experience with IOS devices and Intune

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

Location: 4 days onsite 1 day hybrid , Pittsburgh, Pennsylvania at Woods Run Complex