IT User Support Analyst

RESPONSIBILITIES:
Kforce is seeing a remote, White-Glove User Support Analyst to support end users during an enterprise-wide Windows 11 migration. This role is critical to ensuring a seamless end-user experience by providing hands-on desktop support, advanced troubleshooting, and high-touch user assistance throughout the migration lifecycle. The ideal candidate thrives in a high-volume, fast-paced environment, demonstrates strong ownership, and can resolve issues beyond standard knowledge base guidance.

Key Responsibilities:
* Provide direct end-user technical support during the Windows 11 migration for 2k+ devices
* Deliver desktop support aligned to enterprise IT and industry best practices
* Troubleshoot and resolve complex issues beyond standard KB or scripted solutions
* Support virtual desktop/application environments, including Citrix XenApp or similar platforms
* Identify and remediate issues related to outdated or non-compliant applications using Microsoft Intune, including coordinating updates and deployments

Support users across multiple channels, including:
* Microsoft Teams (live bridges and support channels)
* Email-based support

* Log, track, and resolve incidents and requests using ServiceNow
* Communicate technical issues clearly to non-technical users
* Demonstrate empathy, professionalism, and urgency in all user interactions
* Own issues end-to-end, including escalation and follow-through
* Contribute to a positive, high-quality end-user experience during migration events

REQUIREMENTS:
* Strong experience in enterprise desktop support environments
* Hands-on support of Windows operating systems (Windows 11 preferred)
* Experience supporting Citrix XenApp, virtual desktop infrastructure (VDI), or similar technologies
* Familiarity with Microsoft Intune for endpoint management, application deployment, and remediation
* Proven ability to solve problems beyond knowledge base articles or scripts
* Experience with ServiceNow or similar ITSM platforms
* Strong verbal and written communication skills
* Experience supporting users through Microsoft Teams or collaboration tools
* Demonstrated customer-first mindset with empathy and urgency

Preferred Qualifications:
* Experience supporting large-scale OS or technology migrations
* Background in large enterprise or regulated environments (e.g., financial services)
* Familiarity with Microsoft 365 ecosystem (Outlook, Teams, OneDrive, etc.)
* Exposure to endpoint monitoring tools (e.g., ControlUp, Nexthink) (optional based on your environment)
* High-volume, fast-paced support environment during migration windows
* Significant user interaction and real-time issue resolution

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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