Onsite Support Analyst - Florence, United States - US Tech Solutions

US Tech Solutions Florence, United States

3 weeks ago

Description

Job Description:
"The Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. On-Premises full-time position responsible as a second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues.

Responsibilities:

• Provide second-line investigation and diagnosis

• Resolve and close incidents and service requests as per help desk procedures and allocated timelines

• Escalate unresolved incidents and service requests within agreed timescales

• Log incident and service request details per help desk procedures

• Communicate with customer regarding incident progress

• Ensure tickets are always updated until issues are resolved

• Conduct customer satisfaction callbacks and surveys

• Complete GET IT training for On-Site Support Analysts

• Comply with Quality, Health, Safety and Environment policies and IT policies

• Liaise with customers, other IT support groups and third-party providers when necessary

• Perform staging of PCs (Requires use of SRSS and/or Autopilot)

• Maintain Global Asset Management database with updates related to the assigned hardware

Experience:

• Perform hardware and software maintenance and support

• Participate in IT team events, follow up on objectives, and key performance objectives

• Troubleshoot and resolve PC incidents and VIP requests

• Liaise with third-party suppliers for hardware repair

• Liaise with SISC (Site Information Security Coordinator) on IT security issues and virus elimination

• Liaise with Server Team when server maintenance is required

Skills:
Participate in GeoMarket projects to accomplish common objectives

• Participate as a key person in IT Domain structure

• Supervise suppliers to perform maintenance, IMAC of IT equipment Collaborates with IT Management to ensure support methods are documented and up to date
§ Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently
§ Engage with internal customers to provide efficient support and ensure business continuity"

Education:

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