End User Support Analyst

W2 Contract - Hybrid (Monday, Wednesday, Thursday in Office)

St. Petersburg, FL

As an End User Support Analyst I, you'll be the first line of defense in keeping associates productive and supported. You will help colleagues resolve hardware and software issues, provide responsive customer service, and ensure smooth onboarding and offboarding processes. Must have Financial Services experience plus Trading Application experience is helpful. This is an excellent opportunity to build foundational IT skills, grow technical expertise, and make a real impact by supporting the day-to-day technology needs of the business.

Key Responsibilities

Technical Support

• Provide first- and second-level support for hardware, software, and end-user issues in line with service-level agreements.
• Troubleshoot laptops, virtual desktops, printers, and applications (firm-wide and third-party), escalating when needed.
• Request, configure, deploy, and retrieve computers, workstations, and softphones for new hires, contractors, and interns.
• User & Access Management
• Submit, manage, and track tickets for incidents, entitlements, and permissions.
• Maintain and update access roles, permissions, and entitlements during role transitions and department moves.
• Monitor shared support mailboxes, manage distribution lists, and respond to email-based requests promptly.
• Process & Operations Support
• Follow documented procedures and compliance standards to maintain quality and security.
• Support office moves in partnership with Corporate Real Estate and internal teams, including equipment relocation and setup.
• Participate in after-hours availability during projects, acquisitions, or rollouts to ensure business continuity.
• Documentation & Continuous Improvement
• Develop and maintain team and client-facing documentation, guides, and diagrams.
• Contribute feedback on new tools and processes, support pilot testing, and assist in creating rollout materials for end users.
• Participate in training, coaching, and development activities to enhance technical and customer service skills.

Skills:

• Basic troubleshooting of IT hardware and applications.
• Familiarity with standard office software and IT systems.
• Ability to analyze data and identify patterns to support decision-making.
• Knowledge of access management and entitlement processes (preferred).
• Customer Service & Communication
• Strong verbal and written communication skills to guide users through technical issues.
• Ability to handle difficult or frustrated customers with professionalism and empathy.
• Skilled in using digital communication tools (email, chat, ticketing systems).
• Organizational Skills
• Capable of prioritizing multiple requests and managing daily workload independently.
• Detail-oriented with strong data entry and verification skills.
• Works effectively under supervision while developing growing independence.

Core Competencies

• Collaborates, communicates effectively, and builds strong relationships.
• Demonstrates decision quality, accountability, and organizational savvy.
•  Shows self-awareness, seeks self-development opportunities, and leverages feedback.
• Tech savvy, quick learner, and eager to grow technical proficiency.

Education:

• Associate Degree or minimum experience
• Certifications: CompTIA A+, ITIL Foundation, or equivalent IT support certifications.
• Applications Experience: Familiarity with Bloomberg, FactSet, and ServiceNow.
• AI Technology: Exposure to new and emerging AI tools (e.g., chatbots, virtual assistants, AI-powered support or automation platforms) and an eagerness to learn how AI can enhance IT support.
• Additional Experience: Prior help desk or desktop support roles, experience in enterprise IT environments, or background in financial services technology.