Technical User Support Analyst
Horizontal Talent

Job Info

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*background check required

Responsibilities:

• Resolves technical problems that originate by telephone in a call center/help desk environment.
• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
• Provides technical support to users for either PC, server or mainframe applications and hardware.
• Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
• Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Recommends systems modifications in order to reduce user problems.

Function Specific: Ability to use a variety of end user support processes deployed by IT Service Management (ServiceNow), Communication and Collaboration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.

Technology: Understanding of an end user's experience and challenges using the technology and service. Acquire and maintain knowledge on IT services and solutions that customers use.

Must Have: Active Directory account administration, End Point deployment, ERP Experience, SQL Server Administrator

Nice to Haves: Hyper V administration, Microsoft Server Administration, O365 Administrator, Windows 11/10 Microsoft Admin Management

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