Consultis, a premier Technical Solutions Provider and IT Staffing Firm with the single focus of pairing the right candidate with the right employment opportunity is currently searching for an End User Support Analyst for a Direct Hire opportunity (FTE) with our client.
Position Overview:
The Solution Center provides superior end user support for all computer related issues. They are the first point of contact when end users need assistance. They support all internal employees with laptop, desktop, Virtual Desktop, and remote technical support for all Regional Offices and Home Office personnel through effective communications and application of troubleshooting techniques.
Requirements/Responsibilities:
· Answer incoming phone calls (via InContact) call queue to assist users with computer related issues.
· Monitor the Solution Center Email queue and respond to email requests.
· Assist with the installation of applications for end users.
· Use Service Now to open incident tickets for End Users and assign to the proper group.
· Use Service Now to update and resolve incident tickets for calls received.
· Use Remote Helpdesk support tools to connect and troubleshoot end user issues.
· Assist employees with questions regarding Outlook, hardware/Virtual Desktop, software packages and applications.
· Assist clients resolve connectivity and associated browser-related issues.
· Assist the Manager, Solution Center with Desktop/Laptop related projects and other special projects as assigned.
· Follow up on incident tickets to ensure closure and customer satisfaction.
Required Qualification or Skills:
· 3+ years providing desktop/laptop hardware/Virtual Desktop and software support to end-users, including LAN, Internet technology and Microsoft Office products.
· Experience with Virtual Desktop and Windows applications including knowledge of M365.
· Outstanding problem-solving, communications, interpersonal, organizational and follow-up skills.
· Help Desk Experience, ability to aid and resolve technical problems via remote Help Desk support.
· Develop and maintain internal procedures and supporting documents.
· Strong Knowledge of hardware Desktops, Laptops, VDI IGELS, Printers, Monitors along with Windows 10 and 11.
· Excellent telephone communication skills, and ability to react to urgent requests for help
· This position is Phoenix, AZ based, with a Hybrid work schedule, 3 days in office, hours are 9:30 am – 6:00 pm.
· Must be available to be on-call as needed through special projects.
Preferred Qualifications:
· Ability to identify, troubleshoot and resolve Network connection issues for end users.
· Ability to coordinate the evaluation and implementation of system enhancements.
· Develop and update technical documentation to assist end users
· Knowledge of Webex Meetings, Teams, Events.
· Experience with VMWare, VDI, virtual desktop troubleshooting
· Windows 10 and Windows 11 expertise.
Job Types: Full-time, Permanent
Pay: $55,000.00 – $65,000.00 per year
Benefits:
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Work Location: Hybrid remote in Phoenix, AZ 85016