End User Support Analyst

4 weeks ago

St Petersburg, United States Noblesoft Solutions Full time

this is only open to applicants that are USC/GC

No C-C at this time



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

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