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End User Support Specialist

Job ID: 23-06140
Pay rate range - $30/hr. to $32/hr. on W2
Hybrid onsite

Experience
• Minimum of an H.S. diploma and three (3) years of relevant experience in a technical helpdesk or other technical support environment required or a combination or education, training, and experience. B.S. in Computer Science, MIS or related degree preferred.
Will be doing End User Support on the following- 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.

With the goal of providing superior service, delivers second-level technical support via multiple channels including on-site end-user support for hardware, enterprise software, and connectivity issues.
Resolves escalated incidents requiring analysis and evaluation by consulting with end user and/or completing more complicated tasks.
Advanced technical knowledge of the following is highly preferred: o Installing, troubleshooting and maintaining computer hardware and software. o Operating systems (OS). o Mobile devices. o Networking. o Business applications. o Security products. o Financial services applications a plus.
• Installs, configures, troubleshoots, and resolves problems on a variety of hardware and software via telephone/remote control access and occasional on-site support.
• Monitors the call tracking system for new incidents, requests, and tasks 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.
• Completes installations of corporate standard software images.
• Stays abreast of, and complies with, company and department policies and procedures as related to technology and end-user services.
• Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
• May perform duties as a subject matter expert including updating knowledge management documents and providing trend analysis.
• Documents product problems and their resolutions in a knowledge database for future reference.
• Conducts advanced hardware troubleshooting and initiates warranty processes as required.
• May participate in testing new product releases and enhancements.
• May participate in projects requiring cross-functional coordination.
• Will be accountable for carrying the on-call phone and responding to calls on a rotating basis.
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