IT User Support Analyst II
AMETEK · Oak Ridge
The IT User Support Analyst II provides end user technical support for desktop operating systems and company-standard applications within a Windows-based corporate network environment. This role is responsible for supporting users and endpoints, assisting with IT lifecycle management, identifying and addressing cybersecurity threats, and contributing to IT projects, documentation, and user training activities.
Key Responsibilities
End User Support
- Provide Tier I and Tier II technical support for onsite and remote users.
- Support Windows operating systems, desktop applications, and business applications through phone, in-person, and remote support.
- Diagnose and resolve technical issues using remote support tools and troubleshooting best practices.
- Support desktop applications including Microsoft Office 365, Adobe Reader, Java, and other standard business applications.
- Provide support for mobile devices, including iOS devices.
Endpoint Lifecycle Management
- Assist with system deployment and setup activities.
- Perform software installations, upgrades, patches, and updates.
- Support user data migration efforts.
- Conduct hardware repairs and manage hardware disposition processes.
- Maintain endpoint lifecycle management from deployment through disposition.
Cybersecurity & Compliance
- Help identify and resolve cybersecurity threats.
- Maintain and report compliance with company policies and cybersecurity requirements.
- Support implementation of cybersecurity best practices and threat remediation activities.
Project Support
- Participate in IT projects including needs analysis, solution design, data normalization, validation, and testing.
- Organize and execute user support and endpoint configuration projects as required.
- Assist in developing, maintaining, and updating technical documentation.
- Support user training initiatives and knowledge-sharing activities.
- Support onsite and remote users with up to 10% travel as required.
Requirements
Education & Experience
- Bachelor's degree in Information Technology or a related technical field, or equivalent related experience.
- Minimum of 3 years of hands-on IT end user support experience beyond educational requirements.
- Relevant industry certifications such as Microsoft, ITIL, CompTIA, or similar.
Technical Skills
- Experience with IT service desk platforms such as ServiceNow, Remedy, or Zendesk.
- Experience with remote support tools including Microsoft Teams, TeamViewer, Remote Desktop Protocol (RDP), and PDQ Connect.
- AI utilization experience with tools such as Copilot, Claude, and Scribe.
- Proficiency with Microsoft Office 365 applications, including Excel, Word, Outlook, and Teams.
- Strong knowledge of PC hardware and software configuration, support, and troubleshooting.
- Experience supporting Windows 11 operating systems, features, user interfaces, file services, and print services.
- Understanding of system and baseline configurations.
- Experience supporting web browsers including Edge, Chrome, and Internet Explorer.
- Basic PowerShell scripting skills.
- Knowledge of cybersecurity concepts, best practices, and threat remediation.
- Understanding of networking fundamentals, including Wi-Fi, Ethernet, TCP/IP, VPN, and related network services.
- Understanding of Microsoft Azure, Entra, and Intune administration and usage.
- Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.
Desired Professional Skills
- Excellent analytical, time management, prioritization, and communication skills.
- Professional and courteous communication across phone, email, chat, and other communication channels.
- Resourceful with the ability to work effectively within collaborative teams at both the business unit and division level.
- Reliable with strong attention to detail.
- Quick and enthusiastic learner who is adaptable to an evolving IT environment.
About the Business Unit
Advanced Measurement Technology (AMT), part of AMETEK’s Materials Analysis Division, is a global leader in high-precision measurement and detection solutions. Headquartered in Oak Ridge, Tennessee, AMT designs and manufactures advanced instrumentation for nuclear spectrometry, radiological measurement, electrochemical analysis, and electronic signal recovery. Our technologies enable customers in research, defense, homeland security, and industrial markets to solve their most complex challenges with accuracy and reliability.
AMT combines renowned brands such as ORTEC, Amptek, and Sunpower, delivering differentiated solutions for applications ranging from radiation detection and semiconductor analysis to cryogenic cooling systems. As a cleared defense contractor, AMT also supports U.S. government programs with custom products and services. With a strong culture of innovation and operational excellence, AMT continues to expand globally, leveraging decades of expertise to drive advancements in safety, security, and scientific discovery.
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