User Support Analyst

Role Description

The User Support Analyst provides responsive, business-focused technology support for employees at the Monterey Park location and for users who are part of national teams, including Customer Service, Sales, and other distributed business functions. This role serves as an onsite technology support presence for the Monterey Park office while also supporting remote users, devices, collaboration tools, meeting technology, and standard business applications. The role is accountable for resolving end-user technology issues, supporting productive meetings, improving the employee technology experience, and coordinating with specialized IT teams when escalation is required

Accountabilities

• Provide end-user technology support by diagnosing, resolving, documenting, and escalating issues related to computers, mobile devices, peripherals, printers, collaboration tools, access, productivity applications, and standard business systems.
• Serve as the onsite technology support resource for the Monterey Park, CA location by supporting employees, shared workspaces, office devices, conference rooms, meeting spaces, printers, and workplace technologies required for daily business operations.
• Support distributed business users, including Customer Service, Sales, and other national teams, by delivering timely technology assistance that enables reliable access to systems, applications, devices, and collaboration tools.
• Support onsite, hybrid, and virtual meeting readiness by troubleshooting conference room technology, audiovisual equipment, collaboration platforms, device connectivity, and meeting-related technology issues.
• Coordinate effective incident resolution and escalation by identifying issues requiring infrastructure, security, application, vendor, or specialized IT support and ensuring issues are documented, routed, and communicated clearly through resolution.
• Support employee lifecycle technology needs by assisting with onboarding, offboarding, equipment deployment, access request coordination, device recovery, role changes, and user readiness activities in alignment with company standards.

• Improve the employee technology experience by identifying recurring issues, support trends, and service gaps, and recommending practical improvements that increase support effectiveness, user productivity, and service quality.
• Participate in the advancement Rehrig Pacific’s AI roadmap by identifying repeatable user support scenarios and workflow patterns that may be candidates for agentic solutions, automation, self-service, AI-assisted triage, or AI-enabled knowledge retrieval.
• Partner with Digital Experience, Application Reliability, and other IT teams to validate, test, and improve AI-enabled support capabilities by providing frontline feedback on usability, accuracy, escalation quality, employee experience, and operational effectiveness.
• Create and maintain support knowledge resources by documenting common issues, resolution steps, user guidance, and self-service materials that improve support consistency, reduce repeat requests, and strengthen the knowledge base used by employees, support teams, and approved AI-enabled solutions.
• Participate in assigned critical incident or after-hours support by triaging urgent technology issues, resolving issues within role capability, and escalating to the appropriate technical resources when specialized support is needed.

Knowledge, Skills, and Experience

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent relevant experience.
• Minimum of 2 years of experience providing end-user technology support in a corporate or multi-location business environment.
• Familiarity with AI-enabled productivity tools, automation concepts, self-service support models, or agentic solution use cases preferred, including the ability to identify practical opportunities to improve support efficiency and employee experience.
• Experience supporting onsite and remote employees, including users who work across different offices, regions, or national business teams.
• Experience supporting conference room technology, audiovisual equipment, Microsoft Teams or similar collaboration platforms, and hybrid meeting environments.
• Working knowledge of modern endpoint operating systems, mobile devices, printers, peripherals, productivity tools, collaboration platforms, and common Software-as-a-Service applications.
• Ability to troubleshoot hardware, software, connectivity, access, printing, device, and user workflow issues using structured problem-solving and clear documentation.
• Strong customer service and communication skills, including the ability to listen carefully, explain technical issues in user-friendly language, and remain professional during urgent or frustrating situations.
• Ability to prioritize competing requests based on business impact, urgency, and customer need while maintaining accurate ticket documentation.
• Experience creating or updating knowledge articles, user guides, training materials, or support documentation preferred.
• CompTIA A+, Network+, Microsoft, ITIL Foundations, or similar industry-recognized certifications preferred.
• Ability to lift, move, configure, and deploy standard technology equipment as required.
• Ability to work onsite at the Monterey Park office at least 2 days per week and travel occasionally to support other company locations, approximately 10%.

Why Rehrig Pacific?

Rehrig Pacific is a leading manufacturer of integrated sustainable solutions for the supply chain and environmental waste industries with a diverse customer list of industry leaders. We provide end-to-end solutions including returnable plastic products, delivery lifts and sleds, technology to track those assets, and a service team to ensure their longevity. Our team is dedicated to the values, mission, and unique culture within our organization that celebrates our people. We believe in fostering an environment where employees can be their authentic selves and know that they are viewed as integral members of the Rehrig Pacific Family.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Rehrig Pacific, compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $80,000-90,000.