• End User Support contractors in this specific group will be issued RJ assets/laptops, for their contract engagement.
• 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 enforced by IT leadership.
• 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.

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.