Analyst II, End User

Job Summary

This position is for a Southern Company Technology Organization (TO) Enterprise Workplace Support (EWS) Analyst responsible for delivering advanced end-user technology support across Southern Company Services and related operating companies.  The role partners closely with Business Partners, Service Desk, Workplace Support, Planning Analysts, Application Portfolio teams, and other Technology Organization teams to deliver reliable, efficient, and proactive technology support. The EWS Analyst provides both remote and in-person support, leveraging advanced technical knowledge to troubleshoot, prioritize, and resolve incidents, requests, and technology issues.

The role focuses not only on issue resolution but also on improving the overall Digital Employee Experience (DEX) through analytics, automation, problem management, operational excellence initiatives, and proactive technology support. Leveraging platforms such as Nexthink and other endpoint analytics tools, the analyst identifies trends, monitors endpoint health, supports proactive remediation, and uses data-driven insights to improve workforce productivity and technology experiences.

The position serves as a technical escalation resource, supports critical business operations, and contributes to continuous service improvement efforts across the enterprise.

Major Responsibilities

• Provide advanced end-user support through proactive device management, incident ownership, troubleshooting, and resolution of complex technical issues.
• Serve as an escalation point for incidents and service requests that cannot be resolved through standard support channels.
• Partner with business units, Service Desk, Workplace Support, Planning Analysts, Application Portfolio teams, and other Technology Organization groups to deliver effective end-to-end support.
• Support conference room technology, Microsoft Teams Rooms, AV systems, collaboration technologies, and business-critical events to ensure operational readiness and reliable performance.
• Deliver both remote and in-person support, including device deployment, break-fix services, hardware and software troubleshooting, and connectivity resolution.
• Leverage Copilot, AI solutions, Helix, Nexthink, and other Digital Employee Experience (DEX) platforms to proactively identify, analyze, remediate, and prevent technology issues while improving workforce productivity and end-user experience.
• Perform root cause analysis, trend analysis, Problem Management, and proactive remediation activities using endpoint analytics, DEX insights, and operational data to reduce recurring incidents and drive continuous service improvement.
• Drive operational excellence through process improvement, automation, analytics, standardization, and implementation of proactive support strategies.

• Manage device lifecycle activities, including refresh planning, preventative maintenance, endpoint health monitoring, operating system deployment, software distribution, and technology optimization.

• Build strong relationships with business partners, educate users on technology best practices, and promote effective use and adoption of technology solutions.
• Collaborate across Technology Organization teams to ensure consistency, knowledge sharing, and alignment of support services.
• Support storm-related activities, critical business operations, major events, and after-hours support requirements as necessary.
• Maintain expertise in emerging technologies, Digital Employee Experience practices, endpoint analytics, and automation capabilities while serving as a Subject Matter Expert (SME) and mentoring junior team members.

Knowledge, Skills, and Abilities

• Advanced knowledge of end-user computing environments, including PC hardware, Windows 11, Microsoft 365, Copilot, collaboration technologies, and supporting infrastructure.

• Experience with endpoint management technologies such as Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM/SCCM), Group Policy, Windows Updates, software distribution, operating system deployment, and device lifecycle management.

• Experience utilizing Digital Employee Experience (DEX) platforms such as Nexthink, endpoint analytics solutions, automation tools, and proactive remediation capabilities to improve service delivery and employee productivity.

• Ability to analyze endpoint performance metrics, user experience data, operational trends, and telemetry to identify improvement opportunities and drive proactive support strategies.

• Strong customer service skills with a demonstrated ability to meet commitments and build trusted relationships with business partners.

• Experience providing both remote and in-person technical support.

• Advanced troubleshooting, analytical, and problem-solving skills with the ability to quickly diagnose and resolve complex technical issues.

• Experience supporting audiovisual, conference room, collaboration, and workplace technologies.

• Knowledge of service management, Incident Management, Problem Management, and continuous improvement practices.

• Strong verbal and written communication skills with the ability to communicate effectively across technical and non-technical audiences.

• Working knowledge of PowerShell, scripting, automation platforms, and tool-based remediation techniques.

• Ability to evaluate, learn, and leverage emerging technologies to improve support capabilities and customer experiences.

• Ability to coordinate work across multiple TO functions while sharing best practices and driving consistency.

• Working knowledge of the electric and gas utility industry is preferred.

Behavioral Attributes

• Demonstrates behaviors consistent with Southern Company's values of Safety First, Unquestionable Trust, Superior Performance, and Total Commitment.

• Proactive, self-directed, and highly motivated.

• Demonstrates a data-driven, continuous improvement mindset by anticipating issues, leveraging analytics, and seeking opportunities to enhance the employee technology experience.

• Strong service mindset focused on delivering exceptional end-user experiences.

• High level of professionalism, discretion, and accountability.

• Strong organizational and prioritization skills with the ability to manage multiple responsibilities effectively.

• Ability to perform effectively in high-pressure situations and rapidly changing environments.

• Clear and effective communicator capable of providing concise guidance to users and stakeholders.

• Collaborative team player who works effectively across geographically dispersed teams and organizations.

• Ability to complete assignments with minimal supervision while maintaining high-quality results.

• Committed to safe work practices and operational excellence.

Qualifications

• 4-6 years of experience in technical support, workplace support, end-user support, service desk, or related technology support roles.

• A two-year degree in a technology-related field or equivalent military and/or work experience is required.

• A bachelor's degree in computer science, Information Technology, Engineering, or a related technical field is preferred.