Help Desk Technician

SGS Technologie is looking for End User Support Analyst (Print Services) to work with our direct client at St. Petersburg, FL.

End User Support Analyst (Print Services)

W2 Contract

Hiring Manager Notes:

Only locals to work hybrid onsite model

working with end users to install print drivers, troubleshooting of print drivers.

Strong customer service focussed. exp with Outlook, Very good on the phone.

Previous exp with HP managed Print services(Preferred)-or any print services- Not required.

Familarity with SNOW ticketing system

zoom workplace phone system

This is not a technical role or Desktop support role.- only dealing with managed print system- uninstalling and reinstalling in the control panel

The support would be done thru remote control with the help of Go-To-Assist

Team Player

NOTE:(The Managed Print Service includes the management of print devices such as printers, scanners, copiers and multifunctional devices as well as document management and workflow solutions to improve the company's print environment.)

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.

• 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 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.

• Minimum of a B.S. in Computer Science, MIS or related degree and 5 years of related experience or an equivalent combination of education, training and experience.

If interested, kindly apply with latest resume.

Regards,

Fathima Nuzha

Senior Technical Recruiter - SGS Technologie

Ph: (904) 644 3721

fathima@sgstechnologies.net