What are the responsibilities and job description for the IT User Support Analyst position at pro/source <IT>?
Overview
We are seeking an IT User Support Analyst to support a large-scale Windows 11 migration initiative. This role focuses on providing end-user technical support, troubleshooting issues, and ensuring a smooth transition for users during an enterprise-wide rollout.
Key Responsibilities
- Provide Tier 1–2 technical support during Windows 11 migration
- Troubleshoot desktop, application, and system-related issues
- Support end users via phone, chat, and collaboration tools
- Assist users before, during, and after migration activities
- Document incidents, resolutions, and updates in ITSM systems
- Escalate complex issues to senior support or engineering teams
- Guide users on Microsoft 365 tools and enterprise applications
- Ensure a positive and efficient user experience throughout migration
Required Skills & Experience
- 1–3 years of experience in IT support or service desk environments
- Strong knowledge of Windows operating systems (Windows 10/11 preferred)
- Experience using ITSM tools (ServiceNow or similar)
- Strong communication and customer service skills
- Ability to troubleshoot issues beyond basic knowledge base articles
- Experience supporting Microsoft Teams and collaboration tools
- Strong sense of ownership, urgency, and customer-first mindset
Preferred Qualifications
- Experience supporting large-scale OS migrations or deployments
- Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
- Exposure to virtual desktop environments (Citrix, VDI, or similar)
- Experience in enterprise or high-volume support environments
- Familiarity with endpoint management tools such as Microsoft Intune