End User Support Specialist 34020476

Pitisci & Associates

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End User Support Specialist 34020476

Saint Petersburg

IDj-35875Posted 12/19/2024

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: 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.

Keywords:

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.

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