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End User Support Analyst

5 months ago

Arlington, United States freedom_partners_shared_services Full time

Freedom Partners Shared Services seeks an End User Support (EUS) Analyst to help equip and support FP Shared Services clients with the best tools and technology to achieve their missions. We work hard to build a culture that encourages entrepreneurial thinking, embraces change, and values each individual.

Responsibilities:

  • Provide desktop support for all end-user devices, including Windows and Mac PCs, iPhones and iPads.
  • Diagnose and troubleshoot technical problems throughout our clients’ office suite
  • Resolve service desk tickets in a timely and high-quality manner
  • Develop & maintain internal ticket & request system
  • Analyze customer issues and escalate to Sr. Engineers where appropriate, working as a team to improve our customers’ end-user experience
  • Install, configure and upgrade computer hardware and software, including endpoint device (laptops, iPhones, iPad) imaging and deployment
  • Research and implement best practices and ways to improve services while lowering costs and increasing customer focus and efficiency
  • Assist with meetings & events, providing real time dedicated support to solve problems when they arise  
  • Work with external technology engineers to solve problems as they arise within the organization to resolve the issue in a timely manner
  • Conduct technical training and product updates to customers

Requirements:

  • 3+ years’ experience with technical platforms.   
  • Technical degree preferred but not required.
  • Experience with configuring and troubleshooting Windows 7, MS Office and Outlook problems
  • Strong analytical & organizational skills.
  • Proven ability to thrive in a customer facing role.
  • Familiarity with training tools, technology, and methodologies.
  • Strong communication and interpersonal skills, including the ability to deliver an understanding of complex technical topics to non-technical staff.
  • Willingness to learn new technologies quickly and take on new challenges.

Our Environment:

  • Office 365, OneDrive, Skype for Business, Sharepoint Online   
  • Windows 7/10, Macs, iPhones and iPads
  • Solarwinds, MacAfee AV and Encryption, Tanium patching and Forcepoint Web Security