End User Support L1 Analyst II

The End User Support L1 Analyst II is responsible for providing frontline technical support to end users at Duck Creek Technologies. This role ensures the seamless operation of IT services by troubleshooting issues, documenting solutions, and collaborating with internal teams to resolve technical inquiries. The analyst applies company policies and procedures to address a variety of technical challenges and contributes to continuous service improvements. This is a non-managerial role that requires strong analytical skills, problem-solving capabilities, and effective communication with stakeholders.

* Provide first-level technical support to end users via phone, email, and chat. * Troubleshoot software, hardware, and network issues, ensuring timely resolution. * Document technical problems and resolutions in the ticketing system. * Collaborate with IT and Security teams to escalate and resolve complex issues. * Maintain and update knowledge base articles, user documentation, and FAQs. * Monitor and track service desk metrics to assess performance against SLAs. * Assist in the implementation and improvement of IT support processes and tools. * Perform root cause analysis on recurring technical issues to prevent future occurrences. * Support end-user device management, including provisioning, configuration, and troubleshooting. * Conduct user training and onboarding sessions related to IT tools and best practices. * Participate in IT projects involving system updates, rollouts, and process optimizations. * Ensure compliance with IT policies, security guidelines, and best practices. * Partner with Facilities Operations and the local managed office services provider to resolve Facilities and IT issues. * Coordinate with Facilities, HR, and local leadership to support employee onboarding/offboarding, office access, and visitor technology needs. * Use AI platforms, tools, and technologies to troubleshoot and resolve issues, and recommend or build self-service solutions for common user problems. * Perform all other duties and activities as required. * Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values:

WHAT YOU’VE DONE

* Bachelor’s degree in Information Technology, Computer Science, or a related field. * 1-3 years of experience in a technical support or help desk role. * Experience with ticketing systems and remote support tools