Analyst II, End User

Southern Company•Atlanta, GA

15h

About The Position

The End User Analyst II is a member of the Southern Company Technology Organization (TO) and partners with Southern Company Services (SCS) and affiliated operating companies. This role works directly with business partners, technicians, and technical teams to document, prioritize, troubleshoot, and resolve escalated end‑user incidents and issues. The position also supports technology initiatives, projects, and implementation efforts within the team and across the technology organization.

Requirements

4 – 6 years of experience in a technical support or service desk role
A two-year degree in a technology-related field or equivalent military and/or work experience is required.
Advanced knowledge of end‑user computing environments, including PC hardware, Windows 11, Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, SharePoint), Copilot, and supporting infrastructure
Endpoint management experience (Intune, Group Policy, Windows Updates)
Strong customer service skills with the ability to meet commitments and deadlines
Experience providing remote desktop support
Strong verbal and written communication skills
Advanced troubleshooting, analytical, and problem‑solving skills
Ability to coordinate work across multiple TO functions and share best practices across business units
Experience with automation and remediation, including: PowerShell (basic to intermediate) Scripted fixes for common issues Automation of repetitive tasks Tool‑based remediation
Demonstrates behavior consistent with Southern’s Our Values: Safety First, Unquestionable Trust, Superior Performance, and Total Commitment
Proactive, self‑directed, and highly motivated
Strong organizational skills and customer service orientation
Ability to provide clear and concise guidance to end users
Ability to work effectively under pressure and manage multiple priorities
Willingness to learn and share knowledge with others
Ability to prioritize work and complete assignments with minimal direction
Adheres to safe work practices
Collaborates effectively with Deskside Technicians, Planning Analysts, Data and Voice teams, and other TO groups

Nice To Haves

A bachelor’s degree in computer science, Information Technology, Engineering, or a related technical field is preferred
Working knowledge of the electric and gas utility industry is a plus

Responsibilities

Serve as an escalation point for issues that cannot be resolved by the Service Desk
Partner with business units and TO teams to resolve incidents and problems
Adhere to established service management processes and procedures
Provide specialized, dedicated technical support to business partners as needed
Proactively educate business partners on effective use of technology
Evaluate, learn, and leverage new technologies to improve service delivery
Build and maintain strong relationships with business partners while delivering exceptional customer service
Collaborate with TO End User Analysts, Planning Analysts, Application Portfolio teams, and other TO groups to deliver consistent support
Support storm‑related and critical 24/7 business operations, including after‑hours support as required
Stay current on emerging hardware and software technologies
Act as a Subject Matter Expert (SME) for supported tools and technologies
Mentor and assist junior team members
Utilize digital experience monitoring and analytics tools effectively
Go beyond symptom resolution by performing root cause analysis on escalated and recurring issues and implementing corrective actions to reduce incident volume and improve the end‑user experience
Utilize AI tools to support troubleshooting, participate in problem management, root cause analysis and trend analysis