End User Computing Analyst & IVR Specialist

TEKsystems

4d•$25 - $30•Onsite

About The Position

The resource will deliver end-user support and workplace technology services with high levels of customer satisfaction, while operating within an MSP model focused on reliable day-to-day support and continuous improvement. Provide proactive monitoring, incident and request fulfillment for end-user technology; participate in incident and problem management and event response to support availability/performance of user-facing services ; support ITSM optimization practices (ticket quality, knowledge/runbooks, request standardization) ; maintain accurate inventory/records to support service asset & configuration management ; implement automation/standardization opportunities (including AI-driven automation where applicable) ; (If in scope) support virtual desktop infrastructure (VDI) operations and troubleshooting. Proactive tasks: • Ensure that all EUC IT tools (hardware, software) and services are available in a timely manner for new users; • Manage assigned projects form initiation to completion, including follow-up analysis • Create and deliver onboarding orientation sessions and follow up session to new IT users; • Develop, update and improve EUC guides and training materials by documenting and publishing support processes • Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools. Support tasks: • Service Request and Incident Management o Accurately record, update and document Incidents and Service Requests using the IT HelpDesk system (Manage Engine); o Organize and prioritize all Incidents and Service Request tickets; o Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; o Escalate incidents to other support teams where necessary. • Providing support and delivery of Corporate Approved applications and services, including Windows 10, Office including Exchange, MS Teams, OneDrive (O365),

Requirements

Approximately 1-3 years of experience providing customer service in a technological environment
Degree in the field of computer science, computer information systems, or computer engineering
Strong dedication to customer service and users support
Strong understanding and appreciation of operational process/procedure development and its application in a production environment
Strong understanding of various IT technologies (hardware and software, network protocols, computer applications and operating systems)
Good communication, analytical, and presentation skills
Demonstrated experience with the following: o O365 Support/Administration
intune
patch management
desktop
vdi
gold images

Nice To Haves

ITIL Certification a plus, other professional/technical certifications as appropriate

Responsibilities

Ensure that all EUC IT tools (hardware, software) and services are available in a timely manner for new users
Manage assigned projects form initiation to completion, including follow-up analysis
Create and deliver onboarding orientation sessions and follow up session to new IT users
Develop, update and improve EUC guides and training materials by documenting and publishing support processes
Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools
Accurately record, update and document Incidents and Service Requests using the IT HelpDesk system (Manage Engine)
Organize and prioritize all Incidents and Service Request tickets
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
Escalate incidents to other support teams where necessary
Providing support and delivery of Corporate Approved applications and services, including Windows 10, Office including Exchange, MS Teams, OneDrive (O365)