Vacancy expired!
User Support Analyst
Essential Duties and Responsibilities:Provides second level support on escalated issues from the Help Desk, ability to escalate problems to Analysts, Programmers, Operations or Engineers when necessary, assists with information gathering and problem solving of escalated hardware and software support issues.Participates in projects to deploy new technology, such as PC upgrades, and special events, such as server room maintenance. These projects often take place on the weekends or after hours.Images computers, configures IP telephones, moves and installs printers.Installs firmware updates on computers and docking stations.Performs asset tagging and hardware inventory maintenance, including the preparation of loaning of computer equipment.Works with hardware and software vendors to resolve issues as they arise.Prepares conference room equipment for meetings and presentations.Connects to virtual meetings and supports virtual events as required.Performs other duties and responsibilities as assigned. Job Requirements:Knowledge, Skills and Experience:Minimum of 5 years software experience in a team oriented IT structure.Microsoft A+ certification is a plus.A four-year degree or equivalent preferred.Experience with various models of desktops/laptops/iPad/iPhone/MAC, HP and Xerox printers, installing, moving and configuring computer and telephone hardware is preferred.Must have advanced knowledge and experience troubleshooting MS Office Suite, Windows 7 and Windows 10 in a wired/wireless network environment, Active Directory, OpenText eDOCS DM, Elite, internet, intranet, telephone, voicemail/Cisco Systems/Cisco IP Phones, Blackberry Enterprise Server, email, and proprietary applications.Prefer experience with setting up videoconferences.Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies are preferred.Microsoft Windows Defender, GlobalProtect, and other personal firewall software experience is preferred.Experience with using help desk ticketing systems is preferred.Exceptional customer service.Strong analytical and technical troubleshooting skills.Excellent written and verbal communication skills.Strong work ethic, attention to detail and punctuality.Creativity and effective collaboration skills.Supporting a 30 user office.Vacancy expired!