End User Support Analyst Maternity leave cover

Our world is transforming, and PTC is leading the way.
Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success.
Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
End User Support Analyst The EUS Analyst serves as a key point of contact for both internal IT and external stakeholders (Business Units), collaborating closely with local senior management, project teams, business function leaders, and external vendors or service providers.
Acting as an advocate for the end user community, this role ensures that user needs are understood and addressed within the broader IT strategy.
Working with minimal day-to-day supervision, the EUS Analyst may function as a core project team member for local or regional initiatives across IT, Infrastructure & Operations, Facilities, or M&A activities.
In these capacities, the analyst may be granted decision-making authority and is responsible for providing project management services for tactical initiatives within IT or across business units.
The role often involves participation in multiple projects with cross-functional impact, requiring the application of best practices in project management.
Additionally, the EUS Analyst is expected to mentor and support junior team members, sharing knowledge and promoting skill development.
This includes engaging with regional peers and collaborating with the Service Desk to identify opportunities for process improvement and operational efficiency.
Preferred Skills and Knowledge Provides Tier 2 support for end-user desktop issues and service requests escalated by the Service Desk.
Troubleshoots and resolves hardware, peripheral, and software issues across supported platforms, including Windows (physical and virtual), and macOS.
Supports a range of desktop peripherals including monitors, external storage devices, and printers, with additional responsibilities involving basic network, server, and UPS support in small data centers or lab environments.
Collaborates with cross-functional IT teams to ensure efficient and timely problem resolution.
Maintains detailed and up-to-date status on long running or unresolved support tickets to ensure transparency and continuity.
Coordinates with Facilities and IT teams to manage tasks such as desktop setup for new hires, office moves, equipment replacements, and acquisition integration activities.
Ensures functionality of desktop and peripheral devices post-deployment and organizes recycling or decommissioning of outdated equipment.
Closes support tickets with clear resolution details and follows up with users as needed.
Educates end users on issue causes and provides preventative guidance when applicable.
Shares feedback and insights to identify recurring challenges and opportunities for improvement in support processes.
Basic Qualifications :
Bachelor's degree or equivalent experience.
3 - 4 years of professional experience in a related field.
Life at PTC is about more than working with today's most cutting-edge technologies to transform the physical world.
It's about showing up as you are and working alongside some of today's most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you'll likely become just as passionate about the PTC experience as we are.
Are you ready to explore your next career move with us?
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