End User Support Analyst - II

• Provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals.
• They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to provided SLA’s.
• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.
• Ability to support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.
• Provide exceptional customer service in person, via phone and email as necessary.
• Resolve help desk issues including troubleshooting hardware and software issues.

• 3-5 years’ experience troubleshooting desktop computing environments (hardware, Windows operating system, networking).
• 3-5 years’ experience with Google Sheets
• Efficient time management skills to prioritize and track multiple tasks
• Willingness to work evenings, weekends, and holidays

DESIRED SKILLS:

• Experience working in At Your Service

EDUCATION/CERTIFICATIONS:

• Associates degree in the IT field or equivalent work experience required
• Technical certifications such as Comptia A+, Comptia Net+ desired