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 support employee onboarding/offboarding, office access, and visitor technology needs. Use AI platforms, tools, and technologies to troubleshoot and resolve issues, and recommend or build self-service solutions for common user problems. Perform all other duties and activities as required. Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values: WHAT YOU’VE DONE Education and Work Experience: Bachelor’s degree in Information Technology, Computer Science, or a related field. 1-3 years of experience in a technical support or help desk role. Experience with ticketing systems and remote support tools Preferred Certification in ITIL or a similar IT service management framework. Experience working in the software industry, particularly within SaaS environments. Exposure to Active Directory, Microsoft 365, and cloud-based enterprise applications. Skills, Knowledge, Abilities, and Behaviors Strong analytical and problem-solving skills. Excellent verbal and written communication abilities. Proficient in troubleshooting software, hardware, and network issues. Familiarity with Windows and Mac operating systems. Ability to manage multiple priorities in a fast-paced environment. Strong customer service orientation with a focus on user satisfaction. Ability to work both independently and collaboratively within a team. High attention to detail and a methodical approach to issue resolution. Strong organizational skills, with the ability to document processes and solutions clearly. Knowledge of incident management processes and best practices. Ability to adapt quickly to new technologies and evolving IT environments. Experience using enterprise collaboration tools such as Teams, Slack, or Zoom. Knowledge of cybersecurity best practices related to end-user support. Ability to follow standard operating procedures and contribute to process improvements. Strong interpersonal skills for effective collaboration across departments. CORE COMPETENCIES Our team is built on strong core values that guide how we work and grow together. We prioritize clear and thoughtful communication, fostering open collaboration across diverse perspectives to achieve shared goals. We approach challenges with curiosity and critical thinking, seeking creative solutions while remaining adaptable in a fast-changing environment. We take accountability for our work and outcomes, holding ourselves to high standards of integrity and professionalism. Above all, we are committed to doing the right thing—treating others with respect, embracing continuous learning, and engaging inclusively across cultures and backgrounds. LEARN MORE - Company Website – Transforming Insurance with Duck Creek's SaaS Solutions - Life at Duck Creek – Life at Duck Creek - Duck Creek - Benefits & Rewards – Wellbeing & Rewards - Duck Creek LOCATION & WAYS OF WORKING Duck Creek is a flexible-first company, offering employees autonomy in how they manage their day-to-day 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 are expected to reside within reasonable proximity to that location. You will partner with your leader to participate in meaningful in-person moments that support team connection, collaboration, and business priorities. At the start of your employment, your work may be performed remotely, subject to business needs and company guidelines. As our Flying Together approach continues to evolve, you may be expected to transition to a hybrid work arrangement, including working from a designated office location on a schedule determined by your leader and organizational needs. The Company reserves the right to modify your work arrangement, including location expectations and in-person requirements, based on business needs, organizational policy, or regulatory considerations. WHAT WE STAND FOR Our global team values the unique perspectives each employee brings. Our success is driven by an inclusive culture where everyone can learn from one another, regardless of role or background. This collaborative approach helps us continuously improve our products, services, and systems. Duck Creek is committed to equal opportunity for all employees and applicants, with decisions based on skills, experience, and achievements—without regard to any protected status. We strive to lead by example in inclusion, diversity, and equity, creating an environment where employees can be their authentic selves. Our values guide us: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead. To learn more: https://www.duckcreek.com/life-at-duck-creek/ AI STATEMENT To ensure an equitable and consistent process, candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted. PRIVACY NOTICE By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice NOTICE Duck Creek Technologies does not accept agency resumes. #LI-DD1