Description
Awesome opportunity to work with Fortune 500 company in Atlanta (Perimeter area)
End User Support Analyst
The End-User Support Analyst's role is a highly technical position that provides support to local and remote users' workstations and peripherals, including the deployment and retirement of computer equipment. This position is Responsible for support of computer platforms, operating system software, networks, and/or productivity tools to meet the needs of the business. Excellent communication and customer service skills are a must. This position will require this individual to participate in any operational rotations such as on call and off hour implementations to avoid outages the end-users. Overtime or after hours support is necessary in this position.
Position-Specific Job Functions:
Build/deploy, Install, configure, test, maintain, monitor, and troubleshoot end user workstations and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products. Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed. Ensure that all support incidents assigned are completed within Service Level Agreement. Deliver both timely and effective repairs to ensure optimal system performance, resulting in superior customer satisfaction. Interface with end-users, other service technicians, technical support personnel, and other technical professionals and have the communication skills to convey the situation in a tactful, professional, diplomatic and logical manner. Communicate effectively with adverse, difficult and potentially discouraged end-users. Must be able to work as a member of a team. Acquire and maintain current knowledge of systems and support policies in order to provide technically accurate solutions to clients. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, CD-ROMs, and so on.Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
Position-Specific
Technical Skills:
Current (MCTS) certification and (A+) desktop certification is a plus 4 years Hardware/Software Support and deployment. 4 years Computer hardware break-fix4 years supporting office workstations in a Microsoft Active Directory environment.4 years Microsoft Office and Microsoft Exchange. 4 years Supporting Windows 7. Windows 10 a plus Analytical and problem-solving abilities, with keen attention to detail. Ability to troubleshoot complex technical problems with PCs and associated peripherals. Effective interpersonal skills and relationship-building skills. Ability to present ideas in user-friendly language.Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. Experience with ServiceNow Incident and Problem Management application preferred.
- Experience working in a team-oriented, collaborative environment.
- Excellent Customer Service skills.