What are the responsibilities and job description for the Desktop Support Analyst (Onsite in St.Petersburg, FL) position at Noblesoft Solutions?
DESCRIPTION
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.
- 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.
