Analyst Sr. - User Support

SUMMARY

The Senior User Support Analyst at Westlake leads the technical direction of the deskside and end-user computing support function, setting standards for device imaging, hardware lifecycle management, and software deployment across headquarters and regional sites. This role owns the most complex end-user support escalations, drives automation of imaging and application delivery, and coordinates cross-site support projects. The Senior Analyst mentors technicians and junior analysts, manages key hardware vendor relationships, and partners with the Manager and Director on planning, standards, and continuous improvement.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

* Lead the technical direction of Westlake's end-user support and deskside hardware function, including imaging standards, hardware lifecycle management, and deployment automation across headquarters and regional sites.

* Own the design and continuous improvement of device imaging, application packaging, and software deployment via SCCM and Intune/Autopilot, standardizing the end-user device fleet and reducing manual build time.

* Serve as the highest-tier escalation point for complex hardware, software, and connectivity issues that cannot be resolved at the IT Help Desk or by Analyst I / II staff.

* Own IT asset management standards and reporting via SCCM and Lansweeper, ensuring accurate inventory, software license compliance, and full hardware lifecycle tracking.

* Lead end-user support projects such as fleet refreshes, OS migrations, and site rollouts-developing project plans, coordinating resources, and overseeing the performance of hardware vendors and implementation partners.

* Partner with Cyber Security to implement and maintain endpoint hardening, patching, and encryption standards across managed desktop and notebook devices.

* Recommend technical improvements and solutions that increase business efficiency, service quality, and support process maturity within the end-user support function.

* Develop and maintain standard operating procedures, run books, imaging documentation, and knowledge-base articles for the end-user support team.

* Provide technical mentoring, coaching, and knowledge transfer to Technician and Analyst I / II team members, and set quality and customer-service standards for the team.

* Coordinate end-user support coverage across local vicinity sites (travel within an approximately 120-mile radius may be required) and serve as an escalation point during on-call rotation.

* Comply with all Company policies and procedures.

* Fully supports Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.

* Any additional responsibilities or tasks as assigned.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

* Bachelor's degree in Computer Science, IT, or a related field; equivalent combination of education and experience may be considered.

* Minimum of 5 years of progressively responsible end-user support, deskside engineering, or desktop support experience.

* Advanced certifications strongly preferred (Microsoft 365 Certified, Intune administrator, ITIL, MCSE, or HP/Dell hardware certification).

* Deep hands-on experience with Windows desktop administration, Active Directory, Group Policy, Intune, and Microsoft 365.

* Advanced experience with device imaging, application packaging, and modern deployment (SCCM, Autopilot, Intune).

* Strong experience with IT asset management and inventory tools (SCCM, Lansweeper), including software license compliance and lifecycle tracking.

* Strong working knowledge of endpoint security tools (EDR, DLP, patch management, MFA, disk encryption).

* Advanced PowerShell scripting skills for automation and reporting.

* Experience leading projects, managing hardware vendor relationships, and communicating with senior stakeholders.

* Strong analytical and problem-solving skills; keen attention to detail.

* Excellent customer service orientation with a professional, patient approach to end users.

* Ability to travel to local vicinity sites within an approximately 120-mile radius as needed.

* Strong written and verbal communication and strong command of the MS Office tool set (Word, Excel, PowerPoint, Access).

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 5 pounds, frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Significant digital dexterity, e.g. using computer keyboard is required. Use of oral communication to perform work is required.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an open office concept. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators.