Southern Company

Analyst Sr, End User

Southern Company • $75K — $95K *
Virginia Beach, VA 23464In-Person
Information Technology
5 - 7 years of experience
2 days ago
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in technical support or service desk role.
  • Two-year degree in a technology-related field or equivalent military and/or work experience required; bachelor's degree preferred.
  • Advanced technical knowledge of end-user environments, including PC hardware, Windows 11, Microsoft 365, Copilot.
  • Proven ability to provide both remote and hands-on support, including device provisioning and troubleshooting.
  • Strong troubleshooting and analytical skills for diagnosing complex issues.

Responsibilities

  • Provide primary white-glove executive support and proactive technology management.
  • Deliver end-to-end meeting and event support with readiness checks and troubleshooting.
  • Serve as an escalation point for unresolved issues, collaborating with technology teams.
  • Utilize tools to proactively identify and resolve issues across PC and AV environments.
  • Drive automation and process improvements for enhanced efficiency and reduced incidents.
  • Manage device lifecycle and preventative maintenance for end-user technology.
  • Build strong relationships with business partners to enhance support experiences.

Benefits

  • Opportunity for continuous learning and professional development.
  • Engagement in high-profile projects with strategic executives.
  • Supportive team environment focused on collaboration and communication.
  • Exposure to emerging technologies as a Subject Matter Expert (SME).
  • Flexibility to work outside of standard hours for critical operations as needed.
Full Job Description
Job Description

JOB SUMMARY:

This role delivers dedicated executive technical support at the Virginia Natural Gas Headquarters, serving as the primary point of contact for leadership technology needs. It owns the end-to-end executive experience, including proactive device management, meeting and event support, rapid issue resolution, and the handling of sensitive, high-priority requests with discretion and urgency.

Outside of direct executive engagement, the role functions as an End User Support analyst, providing advanced troubleshooting across enterprise environments. This includes partnering with the Service Desk, Workplace Support, and other Technology teams to resolve complex incidents, support AV and workplace technology, and drive continuous improvement through automation and process enhancements.

Minimal travel to Washington, DC office is required based on business need.

Key Responsibilities
  • Provide primary white-glove Executive support, ensuring seamless technology experiences through proactive device management, rapid response, and full ownership of incidents, requests, and sensitive communications.
  • Deliver end-to-end meeting and event support, including readiness checks, live troubleshooting for high-profile meetings, and maintaining deep familiarity with Executive devices, preferences, and work environments.
  • Serve as an escalation point for unresolved issues, partnering with Service Desk, Workplace Support, and other Technology teams to drive timely resolution.
  • Utilize tools such as Copilot, AI, Helix, and Nexthink to proactively identify and resolve issues across PC and AV environments.
  • Drive automation and process improvements to reduce manual effort, improve efficiency, and lower incident volume.
  • Provide hands-on technical support, including device deployment, break-fix, and resolution of conference room, AV, and connectivity issues.
  • Manage device lifecycle and preventative maintenance, including refresh planning and optimization of end-user technology.
  • Build strong relationships with business partners to deliver a high-quality support experience and promote effective use of technology.
  • Partner across Technology Organization teams to deliver cohesive, end-to-end support.
  • Support critical operations, including after-hours coverage for major events, storm response, and 24/7 business needs as required.
  • Maintain and share expertise in emerging technologies, serving as a Subject Matter Expert (SME) and mentoring junior team members.

Knowledge, Skills, and Abilities
  • Demonstrated ability to deliver white-glove Executive support with discretion, professionalism, and strong judgment in high-pressure situations.
  • Strong customer focus, with proven ability to meet commitments and perform in fast-paced environments.
  • Advanced technical knowledge of end-user environments, including PC hardware, Windows 11, Microsoft 365, Copilot, and supporting infrastructure.
  • Experience providing both remote and hands-on support, including device provisioning, hardware repair, and AV/connectivity troubleshooting.
  • Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex issues.
  • Effective communication skills, with the ability to coordinate across Technology teams, business units, and vendors.
  • Ability to evaluate and apply emerging technologies to improve service delivery.
  • Strong collaboration skills, with a focus on consistency and value across the organization.
  • Ability to perform physical support tasks, including lifting up to 40 pounds.
  • Working knowledge of the utility industry and Southern Company environment preferred.

Behavioral Attributes
  • High level of professionalism, discretion, and trust, with the ability to handle sensitive information and perform effectively under pressure.
  • Proactive and self-directed, with strong prioritization skills and the ability to deliver results with minimal supervision.
  • Strong service mindset, focused on delivering exceptional end-user and Executive experiences.
  • Clear and effective communicator, able to provide concise guidance to users and stakeholders.
  • Collaborative team player, working effectively across geographically dispersed teams to resolve issues and improve service delivery.
  • Continuous learner who seeks opportunities to improve and share knowledge.
  • Committed to safe work practices.

Qualifications
  • 5+ years of experience in technical support or service desk role.
  • A two-year degree in a technology-related field or equivalent military and/or work experience is required. A bachelor's degree in computer science, Information Technology, Engineering, or a related field is preferred.


About the Team

Southern Company Services

About Southern Company

With 4.4 million customers and more than 42,000 megawatts of generating capacity, Atlanta-based Southern Company is the premier energy company serving the Southeast. A leading U.S. producer of electricity, Southern Company owns electric utilities in four states and a growing competitive generation company, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and retail electric prices that are significantly below the national average. Southern Company has been listed the top ranking U.S. electric service provider in customer satisfaction for nine consecutive years by the American Customer Satisfaction Index.

Southern Company Careers

Join the dynamic team at Southern Company, a leader in energy innovation and a champion of sustainable practices. As one of the most respected companies in the energy sector, Southern Company offers unparalleled job opportunities that promise not only professional growth but also a commitment to diversity and leadership development.

Work You’ll Do

At Southern Company, we are not just about power generation; we are about empowering our team to innovate and lead the industry. By joining our team, you will collaborate with some of the brightest minds in the field, using your skills to solve complex problems and drive meaningful change.

Explore a World of Opportunities

Whether you are looking for a full-time position, an internship, or a leadership role, Southern Company has a place for you. Our wide range of employment options ensures that every team member can find a path that best suits their career ambitions and skills.

Innovate and Lead

Southern Company is at the forefront of technological innovation in the energy sector. Our team members are encouraged to lead projects and initiatives that push the boundaries of what is possible in energy production and management.

Grow and Develop

We believe in nurturing the potential of our employees through targeted diversity training, leadership workshops, and continuous professional development. Career growth at Southern Company is not just a possibility—it is an expectation.

Be Part of Our Culture

Southern Company’s culture is built on a foundation of respect, integrity, and inclusion. We celebrate diversity and believe that it drives innovation. Our team is our family, and we support each other in achieving personal and professional goals.

Benefits That Go Beyond

Choosing a career at Southern Company means enjoying a range of benefits designed to enrich your life and support your lifestyle. From health and wellness programs to retirement plans, we ensure our team members are taken care of.

Join Our Team

Ready to power up your career? Explore the job opportunities at Southern Company today. We are actively hiring and looking for passionate, curious, and solution-driven individuals. Enhance your skills, join a community of innovators, and work towards a sustainable future.

Stay Connected

Keep up to date with the latest at Southern Company by following our careers blog. Gain insider perspectives, industry-leading insights, and practical tips to advance your career.

Networking and Career Advancement

At Southern Company, networking and internal mobility are key components of career advancement. Connect with leaders, engage in cross-departmental projects, and take your professional journey to new heights.

Prepare for Your Interview

Make your mark from the first interview. Visit our career site for tips on crafting your resume, preparing for interviews, and making a lasting impression.

Join Southern Company—where careers glow brighter!

SEARCH SOUTHERN COMPANY JOBS Stay ahead of the curve in your career with Southern Company, where innovation meets tradition and every employee is empowered to excel.
Learn more about Southern Company
Size
27,000 employees
Market Cap
$77.6 billion
Industry
Energy & Utilities
Net Income
$3.1 billion
Founded
1912
5 Year Trend
+3%
Revenue
$20.3 billion
* Ladders Estimates

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