IT End User Support Analyst

About Amplify Cell Technologies

Amplify Cell Technologies is a manufacturer of lithium-ion batteries for the commercial vehicle industry. Our commitment to innovation and sustainability drives our mission to provide reliable and efficient energy solutions. As part of our dedication to operational excellence, we prioritize the health, safety and environmental well-being of our employees and the communities we serve.

What You Will Spark at Amplify

We are seeking a highly motivated and experienced IT End User Support Analyst to join our team. The IT End User Support Analyst will serve as a senior support analyst responsible for providing advanced troubleshooting, managing service requests and mentoring junior team members in a high-growth, hybrid environment. The ideal candidate should have experience in desktop support, device management and service desk operations. In this role, you will play a key role in ensuring a seamless onboarding experience, resolving complex end-user issues and contributing to process improvement initiatives. 

Key Responsibilities

• Provide Tier 2 support for laptops, peripherals, mobile devices and business applications.
• Troubleshoot issues related to Windows OS, Microsoft 365, VPN and network connectivity.
• Support hardware provisioning, configuration and deployment.
• Coordinate and fulfill IT onboarding requests, including user account setup and device distribution.
• Ensure compliance with security policies and asset return procedures during offboarding.
• Document troubleshooting steps, FAQs and procedures in the knowledge base.
• Train and mentor junior analysts and interns on technical and customer service best practices.
• Work closely with HR, facilities and operations to support onboarding events and move/add/change requests.
• Participate in pilot projects for new IT tools and systems, contributing feedback and testing.

Qualifications

• Bachelor's degree in Information Technology or a related field.
• 2 years of end-user support experience in a corporate or manufacturing environment.
• A or ITIL Foundation certification preferred.
• Familiarity with Service Now or similar ITSM tools.
• Excellent communication skills, both written and verbal.
• Strong problem solving and analytical skills evaluating technical data, test results, and reports.
• Excellent interpersonal skills, with the ability to engage stakeholders and build relationships at all levels of the organization.
• Ability to work independently and as part of a team.
• Must be self-motivated and deadline-driven.
• Excellent organizational and documentation skills with the ability to manage multiple tasks and priorities.

Preferred Skills

• Windows 10/11 support experience.
• Microsoft 365 applications (Outlook, Teams, SharePoint).
• Endpoint management (Intune, JAMF or similar).
• Imaging and provisioning tools.
• Strong interpersonal, communication and follow-up skills.

At Amplify, we believe our ability to innovate creative solutions for our diverse customers and transform the way we use energy starts and ends with our people. We are invested in cultivating a culture of inclusion and belonging where all our people feel a sense of community and support that allows them to be more innovative, collaborative, and creative.

At Amplify, our people power our mission of producing high quality, leading battery technologies. We believe creating an environment that is respectful and inclusive allows all our people an opportunity to thrive, innovate, and contribute to developing creative and reliable competitive energy solutions.

We believe in a work environment that mirrors the diverse community that we are a part of and that we serve. To accomplish our mission of producing high quality, leading battery technologies, we are working to create a culture of inclusion and belonging that drives innovation, collaboration, and creativity for all our people.