End User Support Analyst

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.

Skills:


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.