End User Support Analyst

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Dice is the leading career destination for tech experts at every stage of their careers. Our client, INSPYR Solutions, is seeking the following. Apply via Dice today!

Title : End User Support Analyst

Location : Raleigh, NC (Hybrid 3 days on site)

Compensation : $29.80 - $30.42 / Hour

Duration : 3+ month contract

Work Requirement : , Holder, or Authorized to work in the U.S.

Job 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 to 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.

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.

Our benefits package includes :

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• ...and much more!

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Information Technology

Industries

Software Development

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