IT User Support Analyst

Kforce is seeing a remote, White-Glove User Support Analyst to support end users during an enterprise-wide Windows 11 migration. This role is critical to ensuring a seamless end-user experience by providing hands-on desktop support, advanced troubleshooting, and high-touch user assistance throughout the migration lifecycle. The ideal candidate thrives in a high-volume, fast-paced environment, demonstrates strong ownership, and can resolve issues beyond standard knowledge base guidance.

Key Responsibilities:

• Provide direct end-user technical support during the Windows 11 migration for 2k+ devices
• Deliver desktop support aligned to enterprise IT and industry best practices
• Troubleshoot and resolve complex issues beyond standard KB or scripted solutions
• Support virtual desktop/application environments, including Citrix XenApp or similar platforms
• Identify and remediate issues related to outdated or non-compliant applications using Microsoft Intune, including coordinating updates and deployments

Support users across multiple channels, including:

• Microsoft Teams (live bridges and support channels)
• Email-based support
• Log, track, and resolve incidents and requests using ServiceNow
• Communicate technical issues clearly to non-technical users
• Demonstrate empathy, professionalism, and urgency in all user interactions
• Own issues end-to-end, including escalation and follow-through
• Contribute to a positive, high-quality end-user experience during migration events* Strong experience in enterprise desktop support environments
• Hands-on support of Windows operating systems (Windows 11 preferred)
• Experience supporting Citrix XenApp, virtual desktop infrastructure (VDI), or similar technologies
• Familiarity with Microsoft Intune for endpoint management, application deployment, and remediation
• Proven ability to solve problems beyond knowledge base articles or scripts
• Experience with ServiceNow or similar ITSM platforms
• Strong verbal and written communication skills
• Experience supporting users through Microsoft Teams or collaboration tools
• Demonstrated customer-first mindset with empathy and urgency

Preferred Qualifications:

• Experience supporting large-scale OS or technology migrations
• Background in large enterprise or regulated environments (e.g., financial services)
• Familiarity with Microsoft 365 ecosystem (Outlook, Teams, OneDrive, etc.)
• Exposure to endpoint monitoring tools (e.g., ControlUp, Nexthink) (optional based on your environment)
• High-volume, fast-paced support environment during migration windows
• Significant user interaction and real-time issue resolution