IT End User Analyst

RESPONSIBILITIES:
Kforce has a client seeking a IT End User Analyst in Miami, FL (Florida).

Summary:
We are seeking a versatile IT End User Analyst with a blend of technical support, ServiceNow administration, reporting, and analytical expertise. This role serves as a key liaison between end users and IT teams, providing L1/L2 support, managing ServiceNow operations, analyzing support trends, and driving process improvements to enhance service delivery and user experience.

Responsibilities:
* Provide desktop and L1/L2 support for hardware, software, network, and application issues
* Troubleshoot and resolve end-user incidents and service requests while meeting SLA requirements
* Support Windows, Microsoft 365, collaboration tools, mobile devices, printers, and enterprise applications
* Manage ServiceNow incidents, requests, problem records, and knowledge base content
* Monitor ticket queues and ensure proper categorization, prioritization, and escalation
* Develop and maintain ServiceNow reports, dashboards, and performance metrics
* Analyze ticket trends, SLA performance, resolution times, and user satisfaction data
* Perform root cause analysis on recurring incidents and recommend corrective actions
* Collaborate with IT teams to streamline workflows and improve operational efficiency
* Support asset management, technology rollouts, upgrades, and user adoption initiatives
* Assist with IT audits, compliance reporting, and continuous improvement efforts

REQUIREMENTS:
* Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience
* 3+ years of IT support, help desk, desktop support, or end-user computing experience
* Hands-on experience with ServiceNow incident, request, and knowledge management modules
* Experience creating and maintaining ServiceNow reports and dashboards
* Strong troubleshooting skills across desktop, mobile, and enterprise applications
* Knowledge of Microsoft 365 and enterprise end-user technologies
* Strong analytical, problem-solving, and customer service skills
* Excellent verbal and written communication skills

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.

By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.