End User Specialist

TEKsystems•Saint Petersburg, FL

3d•$30 - $34•Hybrid

About The Position

Our client is a leading wealth management firm headquartered in St. Pete FL. Their End User Services organization is growing due to growth of financial advisors across the business. They need to bring on 3 additional End User Support Analysts to their tier 2 team. This team is focused more on hardware and higher level issues. 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.

Requirements

desktop
windows 10
troubleshooting
support
customer service
hardware
technical support
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 HP.
Software Installation and Support
Onboarding of New Associates
PC Setups, and PC replacements, completing back-up and restores of data, and reinstalling software.
Candidates need to be local to the greater Tampa bay area to work a Hybrid onsite model of two dasy per week, no full remote at this time
Role is straight contract only at this time.
End User Support contractors in this specific group will be issued RJ assets/laptops, for their contract engagement.
the new hybrid onsite work style for this group has changed to a minimum of 11 days per month working onsite, no exceptions to this new policy for End User Support contractors and the policy will be enforced by IT leadership. local candidates only.
The core working hours for these roles are M-F from 9am to 6pm daily.

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.