End User Help Desk Support

The End User Support Analyst provides advanced telephone, remote, and onsite technical support for hardware and software issues. This role requires strong analytical skills to evaluate problems, recommend solutions, and ensure timely resolution. The analyst works closely with internal customers and IT teams to support enterprise systems and maintain high service standards., * Install, configure, troubleshoot, and resolve issues involving commercial off-the-shelf (COTS) and proprietary software via phone, remote access, and onsite support.

• Monitor and manage incidents and service requests in ServiceNow, ensuring resolution within established service level agreements (SLAs).
• Document all troubleshooting steps, resolutions, and activities in the ticketing system.
• Communicate technical information clearly to non-technical users.
• Assist users with installation and deployment of corporate-standard software images.
• Provide hardware break-fix support, including warranty replacements through Client.
• Perform PC setups, replacements, data backup/restoration, and software reinstallation.
• Support onboarding activities for new associates.
• Support both on-domain and off-domain users.
• Effectively escalate and communicate system issues impacting performance or reliability.
• Maintain documentation in the knowledge base for recurring issues and solutions.
• Participate in testing new product releases and enhancements.
• Lead or contribute to cross-functional IT projects as required.

Technical Environment: Support includes but is not limited to:

• ServiceNow
• GoToAssist
• Proprietary applications
• Google Chrome
• VPN technologies (F5 and GlobalProtect)
• Microsoft Office 365
• Exchange Online

• Bachelor's degree in Computer Science, MIS, or related field and a minimum of three (3) years of related experience; or an equivalent combination of education, training, and experience.
• Minimum five (5) years of experience in a help desk or technical support environment strongly preferred.
• Strong knowledge of:

• Computer hardware installation, troubleshooting, and maintenance
• Microsoft Windows operating systems
• Microsoft Office applications
• Virus removal and system remediation
• Backup and data restoration processes
• Basic networking concepts and protocols, * Communication: Effectively communicates technical information to diverse audiences.

• Analytical Skills: Identifies root causes and develops effective solutions.
• Time Management: Prioritizes and manages workload efficiently.
• Adaptability: Quickly learns and applies new technologies and processes.
• Customer Focus: Builds strong relationships and ensures high levels of user satisfaction.
• Initiative: Proactively identifies issues and takes action beyond minimum requirements.

• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.