End User Support L1 Analyst II

TITLE End User Support L1 Analyst II WHO WE ARE Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences. Duck Creek is a flexible-first company, offering employees autonomy in how they manage their work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you’ll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration. ABOUT VISTA Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you’ll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers. POSITION OVERVIEW The End User Support L1 Analyst II is responsible for providing frontline technical support to end users at Duck Creek Technologies. This role ensures the seamless operation of IT services by troubleshooting issues, documenting solutions, and collaborating with internal teams to resolve technical inquiries. The analyst applies company policies and procedures to address a variety of technical challenges and contributes to continuous service improvements. This is a non-managerial role that requires strong analytical skills, problem-solving capabilities, and effective communication with stakeholders. WHAT YOU’LL DO Provide first-level technical support to end users via phone, email, and chat. Troubleshoot software, hardware, and network issues, ensuring timely resolution. Document technical problems and resolutions in the ticketing system. Collaborate with IT and Security teams to escalate and resolve complex issues. Maintain and update knowledge base articles, user documentation, and FAQs. Monitor and track service desk metrics to assess performance against SLAs. Assist in the implementation and improvement of IT support processes and tools. Perform root cause analysis on recurring technical issues to prevent future occurrences. Support end-user device management, including provisioning, configuration, and troubleshooting. Conduct user training and onboarding sessions related to IT tools and best practices. Participate in IT projects involving system updates, rollouts, and process optimizations. Ensure compliance with IT policies, security guidelines, and best practices. Partner with Facilities Operations and the local managed office services provider to resolve Facilities and IT issues. Coordinate with Facilities, HR, and local leadership to…