End User Support Analyst (Saint Petersburg, FL, 33716) | 04/29/26

Job Description 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.

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.

Skills:

EXPERIENCE AND SKILLS

•  Minimum of a B.S. in Computer Science, MIS or related degree and three (3) years of related experience or an equivalent combination of education, training and experience.
•  Five (5) years of experience in a help desk or other technical support environment highly preferred.
•  Knowledge of the following preferred:
•  Installing, troubleshooting and maintaining computer hardware and software.
•  Windows 7 Operating System
• Microsoft Office 2010 and 2013
•  Computer maintenance and virus removal.
•  Computer backup and restoration.
•  Data network and protocols

COMPETENCIES

•  

Communication:

Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

•  

Analysis:

Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.

•  

Managing Work:

Effectively managing one's time and resources to ensure that work is completed efficiently.

•  

Applied Learning:

Assimilating and applying new job-related information in a timely manner.

•  

Building Customer Loyalty:

Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

•  

Initiating Action:

Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.