Pitisci & Associates
Sr. End User Support Analyst
W2 Contract - USC/GC
St. Petersburg, FL
Hybrid - must be local to the Tampa Bay area
Our client is seeking an End user Support Specialist
Duties: • Provides advanced level telephone and on-site end-user support for hardware installations and software applications. • Uses knowledge and experience to perform a variety of tasks requiring in-depth analysis and evaluation in making decisions and recommending solutions. • Extensive contact with internal customers is required to identify, research, and resolve problems.
Responsibilities: • Installs, configures, troubleshoots, and resolves problems on a wide variety of commercial off the shelf (COTS) and proprietary software via telephone/remote control access and occasional on-site support. • 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. • Monitors the call tracking system for new Incidents and Requests 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. • Assists clients with the installation of corporate standard software images. • Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user support. • Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems. Documents product problems and their resolutions in a knowledge database for future reference. • Participates in testing new product releases and\or enhancements. • Leads or participates in projects requiring cross functional coordination.
Experience and Skills: • Minimum of a B.S. in Computer Science, MIS or related degree and three (3) years of related experience or an equivalent combination of education, training and experience. • Five (5) years of experience in a help desk or other technical support environment highly preferred.
Knowledge of the following preferred: • Installing, troubleshooting and maintaining computer hardware and software - Windows 7 Operating System • Microsoft Office 2010 and 2013 • Computer maintenance and virus removal. • Computer backup and restoration. • Data network and protocols • Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. • Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions. • Effectively managing one's time and resources to ensure that work is completed efficiently. Assimilating and applying new job-related information in a timely manner. • Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. • Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
W2 Contract - USC/GC
St. Petersburg, FL
Hybrid - must be local to the Tampa Bay area
Our client is seeking an End user Support Specialist
Duties: • Provides advanced level telephone and on-site end-user support for hardware installations and software applications. • Uses knowledge and experience to perform a variety of tasks requiring in-depth analysis and evaluation in making decisions and recommending solutions. • Extensive contact with internal customers is required to identify, research, and resolve problems.
Responsibilities: • Installs, configures, troubleshoots, and resolves problems on a wide variety of commercial off the shelf (COTS) and proprietary software via telephone/remote control access and occasional on-site support. • 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. • Monitors the call tracking system for new Incidents and Requests 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. • Assists clients with the installation of corporate standard software images. • Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user support. • Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems. Documents product problems and their resolutions in a knowledge database for future reference. • Participates in testing new product releases and\or enhancements. • Leads or participates in projects requiring cross functional coordination.
Experience and Skills: • Minimum of a B.S. in Computer Science, MIS or related degree and three (3) years of related experience or an equivalent combination of education, training and experience. • Five (5) years of experience in a help desk or other technical support environment highly preferred.
Knowledge of the following preferred: • Installing, troubleshooting and maintaining computer hardware and software - Windows 7 Operating System • Microsoft Office 2010 and 2013 • Computer maintenance and virus removal. • Computer backup and restoration. • Data network and protocols • Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. • Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions. • Effectively managing one's time and resources to ensure that work is completed efficiently. Assimilating and applying new job-related information in a timely manner. • Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. • Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.