END USER SUPPORT ANALYST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
Updated: Jun 03, 2025 - The End User Support Analyst is proficient in IT infrastructure concepts, including network protocols, scripting languages like PowerShell, and software and hardware configuration. The role requires strong analytical and problem-solving abilities, with expertise in LAN/WAN systems, and knowledge of technologies such as WIN 2000, Cisco Routers, and TCP/IP. Additionally, the position involves managing client support, coordinating tasks, and leveraging judgment to resolve complex technical issues in dynamic environments.
Essential Hard and Soft Skills for a Standout End User Support Analyst Resume
- Technical Troubleshooting
- Network Configuration
- Software Installation
- Hardware Maintenance
- Operating Systems Knowledge
- Security Principles Understanding
- Data Backup And Recovery
- Helpdesk Software Proficiency
- Mobile Device Management
- Scripting Basics
- Problem-solving
- Communication
- Patience
- Customer service
- Adaptability
- Empathy
- Attention to detail
- Time management
- Teamwork
- Stress management
Summary of End User Support Analyst Knowledge and Qualifications on Resume
1. BS in Information Technology with 4 years of Experience
- Experience with desktop and printer hardware support
- Experience working in an enterprise (10,000+ users) or healthcare environment
- Experience in working with Cisco IP Telephones
- Experience in working with user accounts in Active Directory
- Excellent customer service
- Excellent oral and written communication skills
- Excellent prioritization and problem-solving
- Team-oriented with excellent interpersonal skills
- Ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotionally critical situations
- Ability to be accountable for actions and willing to take control of situations
- In-depth knowledge of desktop/laptop PCs, enterprise printers, and peripherals
2. BA in Computer Science with 2 years of Experience
- Good knowledge of networking
- Detail-oriented and able to work on a team or individual basis
- Familiar with IT ticketing systems such as Service Now
- Experience with hands-on PC repair.
- Experience in supporting iOS and Android
- Experience managing small inventory
- Strong ability to relate technical information to non-technical audiences.
- Experience planning and executing small initiatives/projects
- Competent in Visual Basic or PowerShell
- Knowledge of Microsoft Certified Professional (MCP), Mobility+, A+ and Network+
3. BS in Software Engineering with 3 years of Experience
- Strong customer-service orientation to meet the needs of end-user clients
- Excellent communication skills (both verbal and written so that can communicate effectively in person, by telephone, messaging or email)
- Knowledge of Office 365 including Teams, SharePoint, and Outlook
- Knowledge of PC hardware, software, and components in a business environment
- Knowledge of operating systems (Windows primarily) and ISO standards
- Ability to conduct research into PC issues and products
- An understanding of ITIL V3/V4 and CompTIA A+ certification
- Experience in testing hardware and providing feedback on device usability
- Experience installing meeting room equipment
- Experience with PowerShell and troubleshooting skills
4. BA in Management Information Systems with 4 years of Experience
- Understanding of IT infrastructure concepts including network protocols, scripting languages (preference of powershell), product testing and verification processes, software and hardware setup and configuration, log file analysis, user account management, command line usage, etc.
- Strong analytical, problem-solving, written and oral communication skills.
- Experience should consist of a technical background in LAN/WAN information resources, products or services.
- Ability to deal with technical problems involving multiple facets, variables and situations where only limited standardization exists.
- Knowledge of WIN 2000, Cisco Routers, TI circuits, TCP/IP, DNS and WINS.
- Experience with Internet Connectivity
- Strong analytical and project management skills for a variety of tasks or projects.
- Ability to rely on limited information and use judgment to plan and accomplish goals.
- Ability to perform a variety of tasks.
- Ability to lead and coordinate the work of others.
- Strong client support orientation.
5. BS in Network Administration with 3 years of Experience
- Experience working in the technical support field in an enterprise environment with phone support
- Knowledge of troubleshooting skills and support experience with the following Microsoft Windows platform (Windows 7, 10), Networking, LAN, WAN, corporate enterprise domain infrastructure environment, Windows desktop and server operating system, Microsoft Active Directory and Microsoft Outlook
- Good understanding of Microsoft Office products such as Word, Excel and PowerPoint.
- Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
- Ability to perform Mobile OS (iOS/Android) application troubleshooting.
- Team player mentality, collaborative, self-learner and self-motivated.
- Good understanding of English and good communication skills are a must.
- Strong customer service skills and focus on ownership throughout the resolution process.
- Experience working in the technical support field in an enterprise environment
- Exposure to a global multi-cultural environment.
- Strong verbal and email/chat proficiency in Japanese, Mandarin or Korean.
6. BA in Technical Support Management with 4 years of Experience
- Proficient in English language (Verbal/Written).
- Hands-on experience in application-level troubleshooting
- Experience in MS Office 2010 application suite (MS Project, PowerPoint, Access, Excel 64 bit, Word, OneNote, Outlook), Office 365, Splunk, Citrix and Skype for Business
- Experience in troubleshooting Passwords, Windows 10/ 7 and 2016, MS Outlook, O365, Skype and mobility products for end-user applications
- Knowledge of ticketing tools (GSNOW or any other)
- Strong team player with a service-oriented attitude and customer focus
- Demonstrates analytical, problem solving and documentation skills
- Knowledge of Citrix operational environment
- Knowledge of Powershell scripting
- Knowledge of Windows server administration in addition to desktop support
- Knowledge of VMWare Horizon
- Service desk, financial services and contact center experience
7. BA in Information Systems Management with 3 years of Experience
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Excellent verbal and written communication, organization, and time management skills
- Highly proficient with ServiceNow ITSM or JIRA products.
- Knowledge of Enterprise Management solutions including SCCM, MECM, SOTI, and jamf
- Knowledge of desktop and mobile operating systems including Windows OS, macOS, iOS, and Android
- Ability to handle multiple tasks, be detail-oriented, and perform duties with speed and accuracy without immediate and constant supervision.
- Ability to maintain a flexible schedule to provide operational support and respond to rotating department on-call requests
- Detailed and thorough when creating and maintaining documentation
- Ability to organize and plan work independently
- Ability to work in a rapidly changing environment
- Ability to multi-task and context-switch effectively between different activities and teams
8. BS in End User Support and Training with 4 years of Experience
- Experience using and troubleshooting end-user systems, hardware and software (Windows 10, Microsoft Office 365, Printers, laptops/desktops, Phone Systems, etc)
- Experience using or administering tools including InTune/AutoPilot, JAMF, RDP, SplashTop, ZScaler
- Experience supporting networked drives, UNC paths and folder/file permissions
- Experience installing and configuring printers locally and via Microsoft Print Management
- Basic networking knowledge (TCP/IP) related to end-user devices such as computers, printers, phones, etc.
- Experience with performance tuning and optimization, using native monitoring and troubleshooting tools
- Experience with backups, restores and recovery models
- Experience supporting DaaS technologies
- Experience working with Windows servers including Active Directory
- Analysis and logical thinking ability
- Microsoft or CompTIA certifications
- Ability to handle complex calls by analyzing problems and skillfully interacting with co-workers, managers, and Executives
- Ability to work independently and with minimum supervision