End User Support Analyst

Advanced Level Telephone And On-Site End-User SupportProvides 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.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 SystemMicrosoft Office 2010 and 2013Computer maintenance and virus removal.Computer backup and restoration.Data network and protocolsCompetencies: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.