IT Analyst - End User Services bei Allegheny Technologies (ATI)

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ATI is seeking a highly skilled and customer-focused End User Services Technical Specialist to join our IT team. This role is based at our Monroe, NC facility and is onsite 5 days per week with typical working hours being 8 AM to 5 PM. The ideal candidate will have a strong Microsoft background, excellent troubleshooting skills, and the ability to provide outstanding customer service. This role focuses heavily on managing incidents and requests through our ticketing system while supporting end users with day-to-day technical challenges. This is an exciting role to join our largest business unit, be part of a great IT team and contribute to plant success!

Key Responsibilities:

• Provide first and second-level technical support for end-user devices (PCs, laptops, mobile devices, and peripherals). 
• Troubleshoot and resolve hardware, software, and network connectivity issues with a focus on Microsoft technologies (Windows OS, Office 365, Teams, Outlook, SharePoint, etc.). 
• Manage and prioritize incident and service request tickets in the ITSM system, ensuring timely resolution and communication with users. 
• Deliver excellent customer service by maintaining clear, empathetic, and professional communication with end users. 
• Assist with onboarding and offboarding processes, including user account setup, hardware provisioning, and software installation. 
• Maintain and document IT procedures, knowledge base articles, and troubleshooting steps. 
• Collaborate with infrastructure, network, and application teams when escalations or cross-functional issues arise. 
• Contribute to process improvements to enhance end-user experience and reduce repeat incidents. 
• Support IT asset management by tracking inventory and ensuring devices are properly maintained.