End User Support Specialist (Strong Customer Support - Print Services) - LOCAL TO TAMPA BAY AREA ONLY ON W2

USC / GC ONLY ON W2 NO C2C

HYBRID ONSITE ROLE SO LOCAL TO TAMPA, FL ONLY

JOB DESCRIPTION:

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. • 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. • 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. • Installs Managed Print Services software, troubleshoots printer driver issues, and resolves customer printing issues.

EXPERIENCE AND SKILLS:

• Five (5) years of experience in a help desk or other technical support environment is highly preferred. • Knowledge of the following preferred: - Installing, troubleshooting and maintaining computer hardware and software. - Windows 10/11 Operating System - Microsoft Office 365 - Computer maintenance and virus removal. - Computer backup and restoration. - Data network and protocols

COMPETENCIES

• Communication: 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. • Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions. • Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently. • Applied Learning: Assimilating and applying new job-related information in a timely manner. • Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. • Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.

Education:

• 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.

Hiring Manager Call Notes:

Local candidates for 11 days a month at St Petersburg, FL

Managed Print service based project not a typical Desktop support role

Project till end of Sep 2025 - Intention to continue project till Sep 2026, based on performance will extend for another year

Will be working with End user, install print drivers, troubleshooting if it doesn’t work properly

Customer service focused

Exp with MS Outlook

Good collaboration and Team skills

Previous exp with HP Manage print systems – preferred

SNOW, Ticketing system

Phone system exp preferred

Not a heavily technical role – It is Niche type of role Will be dealing with manage print system

Uninstalling and reinstalling from control panel and Tanium

Custom print, cleanup when need - No need of any certification - can be trained who is willing to learn

Need strong customer support exp

Should be a team player

Will be use of Go to Systems application – 99.99% Remote support - Preferred can be trained

Should be very good on phone and customer service should be excellent

Current print service going end of life and going through software update

It is combination of existing print and upgrade

This person will not be doing anything hardware – handled by different team