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End User Support Specialist

Job ID: 23-03067

End User Support Specialist
St. Petersburg, FL
Payrate : $23 - $33 per hour on W2

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.
Advanced technical knowledge of the following highly preferred: o Installing, troubleshooting and maintaining computer hardware and software.
o Operating systems (OS).
o Mobile devices.
o Networking.
o Business applications.
o Security products.
o Financial services applications a plus.

• 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.
• Documents 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.

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