this is only open to applicants that are USC/GC
No C-C at this time
Start date: January 2025
Job Title: End User Support Analyst
Duration of project: Long term contract
Location: Hybrid Onsite in St. Pete, FL
Duties:
With the goal of providing superior service, delivers second level technical support via multiple channels including on-site end-user support for hardware, enterprise software and connectivity issues.
Resolves escalated incidents requiring analysis and evaluation by consulting with end user and/or completing more complicated tasks.
Advanced technical knowledge of the following highly preferred:
o Installing, troubleshooting and maintaining computer hardware and software.
o Operating systems (OS).
o Mobile devices.
o Networking.
o Business applications.
o Security products.
o Financial services applications a plus.
Skills:
• Installs, configures, troubleshoots, and resolves problems on a variety of hardware and software via telephone/remote control access and occasional on-site support.
• Monitors the call tracking system for new incidents, requests and tasks in addition to troubleshooting and resolving client issues per service level agreements.
• Provides detailed documentation of activity in the call tracking system.
• Communicates technical information to a non-technical audience.
• Completes installations of corporate standard software images.
• Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user services.
• Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
• May perform duties as a subject matter expert including updating knowledge management documents and providing trend analysis.
• Documents product problems and their resolutions in a knowledge database for future reference.
• Conducts advanced hardware troubleshooting and initiates warranty processes as required.
• May participate in testing new product releases and\or enhancements.
• May participate in projects requiring cross functional coordination.
• Will be accountable for carrying on-call phone and responding to calls on a rotating basis.
Education:
• Minimum of a H.S. diploma and three (3) years of relevant experience in a technical helpdesk or other technical support environment required or combination or education, training and experience. B.S. in Computer Science, MIS or related degree preferred.
NOTES from the hiring manager:
Will be doing End User Support for the client on the following.
- ServiceNow / GoToAssist / Proprietary Software / Chrome / VPN F5 and Global Protect / Office 365 and Exchange Online.
- Supporting on-domain and off domain end users.
- Hardware Break-Fix, with warranty replacements through HP.
- Software Installation and Support
- Onboarding of New Associates
- PC Setups, and PC replacements, completing back-up and restores of data, and reinstalling software.
- Candidates need to be local to the greater Tampa bay area to work a Hybrid onsite model, no full remote at this time
