IT End User Services Analyst

2. KEY RESPONSIBILITIES A. IT Infrastructure Support • Provide daily technical support for IT infrastructure, including computers, laptops, printers, servers, and network equipment by IT serviceNOW • Install, configure, maintain, and troubleshoot IT hardware and software by IT serviceNOW. • Perform preventive maintenance, system upgrades, and hardware replacement. • Monitor IT infrastructure performance and report recurring issues. • Maintain IT asset inventories and infrastructure documentation. B. Network and LAN Support • Install and troubleshoot LAN cables, network ports, switches, routers, and wireless access points instruction by IT network team. • Configure and troubleshoot IP addresses, DNS, DHCP, and network connectivity. • Support network cabling and desktop computer connections for office areas, meeting rooms, and production lines. • Coordinate with network teams and service providers to resolve connectivity issues. • Assist with network rack installation, patch panel connections, and cable management. C. Desktop and End-User Support • Install and configure desktop computers, laptops, monitors, printers, and peripherals. • Deploy operating systems, applications, and security updates. • Troubleshoot Windows operating system, hardware, software, and user access issues. • Support Microsoft 365 applications, email, and collaboration tools. • Provide timely technical support and resolve incidents within agreed service-level agreements (SLAs). D. IT Security and Maintenance • Perform routine security patching and software updates. • Ensure antivirus and endpoint protection are functioning correctly. • Follow IT security policies and standard operating procedures. • Assist with backup checks, data recovery, and troubleshooting security-related incidents. 3. REQUIRED COMPETENCIES, QUALIFICATIONS, AND EXPERIENCE Qualifications and Requirements • Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field. • Experience in IT support, desktop support, or infrastructure support. • Knowledge of Windows operating systems, computer hardware, and troubleshooting. • Basic understanding of LAN/WAN, TCP/IP, DNS, DHCP, switches, and structured cabling. • Familiarity with Microsoft 365, Microsoft Intune, Active Directory, and endpoint management. • Good communication, troubleshooting, documentation, and problem-solving skills.