Desktop Support Analyst (Onsite in St.Petersburg, FL)

End User Support contractors in this specific group will be issued RJ assetslaptops, 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 SupportOnboarding of New AssociatesPC Setups, and PC replacements, completing back-up and restores of data, and reinstalling software.DESCRIPTIONProvides 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 telephoneremote 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 andor enhancements. • Leads or participates in projects requiring cross functional coordination.

Created: 2025-02-02