Sr End User Support Analyst

Big Lots
 Westerville, OH


Position Summary

The Sr End User Support Analyst evaluates, analyzes, and supports the overall computing and IT needs of employees within the Corporate HQ Office and remote locations. Provides level two support for service and interfaces with multiple technical teams. Plans all Corporate HQ computer upgrade requests along with in person support.

Essential Duties and Responsibilities

  • Manages, optimizes and supports the ongoing creation and deployment(s) of Windows and Apple devices for Big Lots associates.
  • Engineers images, system testing, and performs data migration on Windows 10, MacOS, MacOS Server, Windows Server, and iOS devices.
  • Evaluates system specifications for business requirements and analyzes solutions. Determines and recommends the most efficient and cost-effective solutions. Responsible for the development and implementation of solutions.
  • Documents processes, procedures and standards into our Knowledgebase to be used by remote DC IT associates and local Service Desk.
  • Builds software deployments packages and maintains the current environment with proper patching, while following change control processes.
  • Leads project work for hardware devices, as well as assists and supports projects related to business efficiencies.
  • Provides level 2 Service Desk support including, networking, installing, imaging, configuring, upgrading, and repairing desktop/laptop computer and associated software.
  • Troubleshoots interface and integration issues and helps minimize down time and outages.
  • Available for 24/7 on-call support as needed.
  • Assist in evaluating end user Hardware and make recommendation to lifecycle upgrades.



Knowledge, Skills and Abilities

  • 3-5 years experience installing and configuring end point devices and experience with business software including Windows applications, Microsoft Office, Microsoft Teams, Microsoft Outlook and network software or College Degree in related field required.
  • A+, Network+ certification or equivalent knowledge preferred.
  • MECM, Intune, JAMF or SOTI device management preferred.
  • Experience with a ticketing system (ServiceNow) preferred.
  • Experience with asset lifecycle management across a corporate environment preferred.
  • Knowledge of Windows Server, and MacOS Server required.
  • Functional knowledge of multifunctional printers and the ability to manage and maintain a standardized printing environment required.
  • Knowledge of trends in technology relating to software applications along with a solid understanding of business practices with fundamental understanding of project management methodology required.
  • Self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment required.
  • Demonstrated ability to work with senior leadership on device support and projects required.
  • Excellent interpersonal, organizational, and oral and written communication skills required.
  • Basic knowledge of programming languages and techniques including batch, VB, and power shell scripting preferred.
  • Ability to lift a minimum of 50 pounds and perform physical activity at a sustained pace, including the installation of PC hardware and software, on a consistent basis required.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.