New

End User Services Analyst

Ocean Spray Cranberries, Inc.
vision insurance, flexible benefit account, parental leave, 401(k)
United States, Massachusetts, Lakeville
1 Ocean Spray Drive (Show on map)
Dec 04, 2025
Ocean Spray is hiring for a(n) End User Services Analyst! We're a team of farmers, thinkers, creators, and doers. Whatever your title, whatever your role - it always comes back to this: we're a farmer-owned co-op where everyone rolls up their sleeves to get the job done. Three maverick farmers started it all - and we've been making our own way ever since. The End-User Services Analyst is responsible for providing technical support and resolving end-user issues related to hardware, software, and network connectivity. This role focuses on diagnosing and troubleshooting technical problems, escalating complex issues, and ensuring timely resolution to minimize downtime. The analyst collaborates with cross-functional teams to deliver exceptional customer service, support larger IT projects, and maintain technology standards. Additional responsibilities include supporting video conferencing and audio-visual setups, conducting user technology training, and managing technical inventories. Position Location: We're all about flexibility! This will be a hybrid role based out of our corporate headquarters in Lakeville, MA with Mondays and Fridays remote. A Day in the Life... End-User Support Provide Tier 1/Tier 2 support for hardware, software, and network issues via chat, email, phone, and service queues. Diagnose and resolve problems related to computers, peripherals, printers, telephony, and mobile devices. Action incidents and service requests promptly in alignment with ITIL standards and defined SLAs. Support video conferencing technologies for meetings and events. Audio-Visual Support Set up and operate AV equipment including displays, projectors, microphones, speakers, and related hardware. Provide technical support during live events, ensuring smooth operation of AV systems. Assist with off-site events as needed; travel may be required. Device Management & Deployment Configure, image, and deploy laptops, desktops, and mobile devices. Maintain and manage technical inventory and asset tracking. Act as a subject matter expert for end-user device standards, procedures, and best practices. Projects & Continuous Improvement Participate in technical projects and act as a resource for larger initiatives. Identify trends, perform root cause analysis, and recommend solutions to improve service delivery. Training & Documentation Facilitate technical training sessions for end users. Develop and maintain user training resources and knowledge base articles. What We Are Looking For: Strong knowledge of IT hardware and software solutions and tools. Ability to troubleshoot and diagnose technical problems effectively. Experience with network troubleshooting and analysis. Familiarity with PC and minimal Mac hardware/software support. Proficiency in Windows 11, Active Directory, Entra ID, Intune, and Microsoft 365. Understanding of ITIL principles for incident and service management. Excellent customer service orientation with strong written and verbal communication skills. Resourceful, detail-oriented, and highly organized. Audio-Visual Support Skills: Ability to set up and operate AV equipment; troubleshoot AV issues during live events; willingness to travel for off-site events. Education: Associates Degree (Preferred) Work Experience: At least 1 Year of Experience Annual Salary: $54,300 - $74,690 The base salary range information above serves as a guideline of the position's typical hiring range. We value and appreciate what makes you unique and will consider a variety of factors when determining an offer. These factors include, but are not limited to, your skills and experience, external and internal benchmarks, as well as overall company considerations. Certain positions may be eligible for short-term and long-term incentive rewards. We also offer a competitive and comprehensive benefits program that supports all aspects of your health and well-being. Benefits: Complete insurance package on Day-1 that includes a plethora of health and wellness programs Health, Dental, and Vision insurance Health savings account Flexible spending account Life and accident insurance Employee assistance program Telehealth services 1:1 health coaching Supportive benefits for all the stages of your life 401(k) with up to 6% Company matching; additional potential discretionary match at year-end Short-Term Incentive/Performance bonuses Flexible scheduling options Vacation pay, up to three weeks of time (pro-rated for your first year of employment) Holiday pay for 12 holidays Career development and growth opportunities Tuition/Education assistance programs Access to LinkedIn Learning Scholarship programs for children of employees Parental leave Bright Horizons Family Solutions - Back-up care, tutoring, etc. Adoption assistance Bereavement leave Up to $300 fitness reimbursement Up to $300 massage reimbursement Employee appreciation events Employee discounts Charitable giving Who We Are: You might have our iconic cranberry juice in your fridge or have gotten into heated holiday debate about what's better - canned or fresh cranberry sauce. But did you know that the hardworking people growing the superfruit in our products are 700 family farmers that own our cooperative? They entrust us with what is most precious to them to create new and innovative products that will delight consumers and grow this beloved brand today and into the future. Team members, farmers, consumers and communities alike--we value what makes us unique and strive to connect our farms to families for a better life by living our values: Grower Mindset - We embrace our grower-owners innovative spirit and heritage through confidence, learning and focus on the future. Sustainable Results - Guided by purpose, we are focused on delivering results for our grower-owners. Integrity Above All - We are ethical, doing the right thing for our grower-owners, customers, consumers and each other Inclusive Teamwork - We build diverse and inclusive teams that strengthen our cooperative. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. For MA Applicants - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. Any employer who violates this law shall be subject to criminal penalties and civil liability.