What are the responsibilities and job description for the End User Support Analyst position at SGS Technologie?
SGS Technologies, we are a software development and staffing company that doesn’t simply talk services – we accomplish them. With two decades of experience, we use a combination of latest technological knowledge, future-driven ideas, and specialized skills for multiple forms of IT requirements.
SGS has served numerous clients nationwide in various industries and we want you to be a part of that growth and opportunity!
NOTES from the Hiring Manager:
- 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 Support
- Onboarding of New Associates
- PC Setups, and PC replacements, completing back-up and restores of data, and reinstalling software.
- Candidates need to be local to the greater Tampa Bay area to work a Hybrid onsite model of 2-3 days per week, no full remote at this time. The core working hours for these roles are M-F from 9am to 6pm daily.
- Role is straight contract only at this time.
- End User Support contractors in this specific group will be issued RJ assets/laptops, for their contract engagement.
• 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.
• Five (5) years of experience in a help desk or other technical support environment highly preferred.
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.
EXPERIENCE AND SKILLS:
• Knowledge of the following preferred:
- Installing, troubleshooting and maintaining computer hardware and software.
- Windows 7 Operating System
- Microsoft Office 2010 and 2013
- Computer maintenance and virus removal.
- Computer backup and restoration.
- Data network and protocols
