USC / GC ONLY ON W2 NO C2C

ONSITE ROLE SO LOCAL TO TAMPA, FL ONLY

JOB DESCRIPTION:

Duties:

With the goal of providing superior service, it delivers second level technical support via multiple channels including on-site end-user support for hardware, enterprise software and connectivity issues.

Resolves escalated incidents requiring analysis and evaluation by consulting with end user and/or completing more complicated tasks.

Advanced technical knowledge of the following highly preferred: o Installing, troubleshooting and maintaining computer hardware and software. o Operating systems (OS). o Mobile devices. o Networking. o Business applications. o Security products. o Financial services applications a plus.

Skills:

Installs, configures, troubleshoots, and resolves problems on a variety of hardware and software via telephone/remote control access and occasional on-site support.

Monitors the call tracking system for new incidents, requests and tasks 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.

Completes installations of corporate standard software images.

Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user services.

Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems.

May perform duties as a subject matter expert including updating knowledge management documents and providing trend analysis.

Documents product problems and their resolutions in a knowledge database for future reference.

Conducts advanced hardware troubleshooting and initiates warranty processes as required.

May participate in testing new product releases and\or enhancements.

May participate in projects requiring cross functional coordination.

Will be accountable for carrying on-call phone and responding to calls on a rotating basis.

Education:

Minimum of a H.S. diploma and three (3) years of relevant experience in a technical helpdesk or other technical support environment required or combination or education, training and experience. B.S. in Computer Science, MIS or related degree preferred.

NOTES from the hiring manager:

Will be doing End User Support n the following.

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 days per week, no full remote at this time

Role is straight contract only at this time.

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.