End User Support Analyst III

Advanced Level Telephone And On-Site End-User Support

Pay up to $29/hr 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 to 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

• 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.
• 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

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.