What are the responsibilities and job description for the End User Support Analyst (Print Services) x2 35653287 position at Pitisci & Associates?
Print Services End User Support
Hybrid Model - 11 days per month in office
St. Petersburg, FL
W2 Contract
Duties :
Provides advanced level telephone and end-user support for printer 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.
Experience and Skills :
Five (5) years of experience in a help desk or other technical support environment highly preferred.
Installing, troubleshooting and maintaining computer hardware and software.
ServiceNow Ticketing System
MS Outlook
HP Managed Print System preferred
Windows 10 / 11 Operating System
Microsoft Office 365
GoTo
Computer maintenance and virus removal.
Computer backup and restoration.
Data network and protocols
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 HP Managed Print Services software, troubleshoots printer driver issues, and resolves customer printing issues.
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.
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