User Support Analyst - Executive Support

Purpose of Role

The User Support Analyst serves as the primary IT support contact for IT assistance, addressing tickets, phone calls, and in-person requests from Rehrig employees, with a dedicated focus on C-suite executives and senior leadership. This role is responsible for providing high-quality, timely, and professional technical support to resolve technical issues and improve overall user experience. The User Support Analyst plays a key role in enhancing the executive technology experience by delivering white-glove service, optimizing IT workflows, and proactively identifying areas for improvement. This position reports to the User Support Manager and collaborates closely with various IT teams to maintain seamless operations and security.

Areas of Accountabilities

Technical Support & Troubleshooting

• Provide high-priority technical support to C-level executives and senior leadership, ensuring minimal downtime and a seamless IT experience.
• Diagnose and resolve hardware, software, and networking issues, striving for first-contact resolution whenever possible.
• Respond to IT support requests via multiple channels, including ticketing systems, phone, and in-person assistance.
• Escalate complex or unresolved issues to appropriate IT teams while maintaining ownership of the ticket until resolution.
• Provide step-by-step guidance to users, educating them on system functionalities and preventive measures.
• Configure, maintain, and troubleshoot desktops, laptops, mobile devices, and peripheral equipment.
• Manage user accounts, permissions, and access rights in accordance with company security policies.
• Address printing and connectivity issues, software bugs, and performance concerns across IT systems.

Knowledge Management & Documentation

• Develop, update, and maintain troubleshooting documentation, FAQs, and self-service guides to reduce recurring issues.
• Identify gaps in user knowledge and create educational resources to enhance self-sufficiency.
• Collaborate with IT teams to improve system performance, implement best practices, and refine internal workflows

On-Call & Collaboration

• Participate in an on-call rotation to provide after-hours support for critical IT incidents. Acting as the first point of contact for escalations, triaging issues and coordinating with relevant teams to ensure timely resolution.
• Work closely with Information Security and IT teams to maintain high availability and security of IT resources.
• Provide timely updates to management on open issues, ongoing projects, and areas for improvement.
• Assist with IT asset management, inventory tracking, and procurement coordination as needed.

Knowledge, Skills, and Experience

• Bachelor’s Degree in Computer Science, Management Information Systems, or a related field, or equivalent work experience.
• CompTIA A or Network certification preferred.
• Proven experience providing technical support to C-suite executives and senior leadership.
• Strong troubleshooting experience with Windows 11, macOS Sequoia, and enterprise applications.
• Extensive knowledge of Office 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN configurations.
• Ability to diagnose and resolve hardware issues, including desktops, laptops, printers, and mobile devices.
• Experience managing user accounts in Active Directory and working with identity and access management tools.
• Familiarity with cloud services such as AWS and Azure preferred.
• Exposure to enterprise ticketing systems.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
• Experience working cross-functionally with geographically dispersed teams.
• Experience with remote desktop support tools and troubleshooting remote work environments.
• Ability to travel approximately 20% of the time.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Rehrig Pacific, compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $65,000-$85,000.

Salary : $65,000 - $85,000