Intelliswift
End User Support Specialist
Intelliswift, St. Petersburg, Florida, United States,
Job ID: 23-06140 Pay rate range - $30/hr. to $32/hr. on W2Hybrid onsite
Experience• Minimum of an H.S. diploma and three (3) years of relevant experience in a technical helpdesk or other technical support environment required or a combination or education, training, and experience. B.S. in Computer Science, MIS or related degree preferred.Will be doing End User Support 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 SupportOnboarding of New AssociatesPC Setups, and PC replacements, completing back-up and restores of data, and reinstalling software.
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 is 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.• 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 to 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 enhancements.• May participate in projects requiring cross-functional coordination.• Will be accountable for carrying the on-call phone and responding to calls on a rotating basis.
Experience• Minimum of an H.S. diploma and three (3) years of relevant experience in a technical helpdesk or other technical support environment required or a combination or education, training, and experience. B.S. in Computer Science, MIS or related degree preferred.Will be doing End User Support 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 SupportOnboarding of New AssociatesPC Setups, and PC replacements, completing back-up and restores of data, and reinstalling software.
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 is 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.• 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 to 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 enhancements.• May participate in projects requiring cross-functional coordination.• Will be accountable for carrying the on-call phone and responding to calls on a rotating basis.