What are the responsibilities and job description for the End User Technical Support Analyst position at American Packaging I, Inc?
Job Overview
We are seeking a proactive and customer-focused End User Technical Support Analyst to join our team. In this role, you will provide both on-site and remote support for end users, assisting with desktop reimaging, new device deployments, troubleshooting hardware and software issues, and resolving technical problems efficiently. The ideal candidate will have experience with Windows 10 operating systems, device imaging, and customer service skills, ensuring that end users receive exceptional support and timely resolutions.
Key Responsibilities:
- Provide basic field support, including desktop reimaging and deployment of new end-user devices with Windows 10 operating systems.
- Offer troubleshooting, hardware replacement, and software support, ensuring seamless installation and application of prebuilt image packages.
- Provide remote software and device support, troubleshooting advanced technical issues and resolving problems.
- Conduct installations, configuration, and updates for end-user devices as part of ongoing support and maintenance.
- Assist with user profile analysis and migration to ensure smooth transitions for end users.
- Ensure user needs are met promptly and maintain effective communication with end users to resolve issues efficiently.
- Document all support requests, resolutions, and related activities in the ticketing system to track progress and maintain accurate records.
- Participate in device and software deployment projects as necessary, ensuring timely and accurate execution.
Required Expertise and Experience:
- Strong customer service skills with a focus on delivering an excellent end-user experience.
- Hands-on experience with Windows Imaging and Driver Management, including reimaging and setting up Windows 10 operating systems.
- Experience in user profile analysis and migration to ensure smooth transitions for end users.
- Strong troubleshooting skills for basic hardware and software issues, including resolving common problems with devices and software applications.
Desirable Expertise and Experience:
- Familiarity with Active Directory Domain Services to assist with user account management and support tasks.
- Experience in Microsoft System Center Configuration Manager (SCCM) for software deployments and patch management.
- Knowledge of desktop and mobile device imaging and user transitions, including best practices for device rollouts.
- Familiarity with migrating and handling third-party software on a case-by-case basis.
- Experience providing support for both desktop and mobile devices, including troubleshooting and configuration.
Job Types: Full-time, Contract
Pay: $60,874.00 - $65,831.00 per year
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $60,874 - $65,831