Desktop Support Analyst

JOB TITLE: Desktop Support Analyst
JOB LOCATION: St. Petersburg, FL (hybrid 11 days a month in office) Training for first week will be onsite
WAGE RANGE*: $28-34.50/hr.
JOB NUMBER: 37469369

REQUIRED EXPERIENCE:

• Minimum of 4+ Years of Desktop Support in Windows Environment

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.

JOB 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.

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.

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 Client.
• Software Installation and Support
• Onboarding of New Associates
• PC Setups, and PC replacements, completing back-up and restores of data, and reinstalling software.
• End User Support contractors in this specific group will be issued RJ assets/laptops, for their contract engagement.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

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