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Job Details

ID #12220151
Estado Florida
Ciudad Stpetersburg
Tipo de trabajo Contract
Salario Depends on Experience
Fuente ICONMA
Showed 2021-04-14
Fecha 2021-04-13
Fecha tope 2021-06-12
Categoría Sistemas/redes
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End User Support Specialist

Florida, Stpetersburg

Vacancy caducado!

End User Support Specialist Location: St. Petersburg, FLDuration: 4-5 months

Description: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.

Responsibilities - 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 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.- Document’s 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\or enhancements.- May participate in projects requiring cross functional coordination.- Will be accountable for carrying on-call phone and responding to calls on a rotating basis.

Experience and Skills - Minimum of a H.S. diploma and three (3) years of relevant experience in a technical helpdesk or other technical support environment required or combination or education, training and experience. B.S. in Computer Science, MIS or related degree preferred.- Advanced technical knowledge of the following highly preferred: - Installing, troubleshooting and maintaining computer hardware and software. - Operating systems (OS). - Mobile devices. - Networking. - Business applications. - Security products. - Financial services applications a plus.

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.

Skills and Experience

Required Skills: DatabaseDocumentationEnd user supportFinancial servicesHardware troubleshooting

Additional Skills: HelpdeskKnowledge managementMobile devicesNetworkingSecurityService level agreementsSubject matter expertTechnical supportTelephoneTrainingWarrantyDatabasesSelf-motivated

Languages: English (Speak, Read, Write)

Minimum Degree Required: Completed High School (Diploma or GED) As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.

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