End User Support Analyst V

Job Description:

Responsibilities:

• Under minimal supervision, provide information systems level 1, 2 and 3 technical support to the end user community. Troubleshoots and resolves hardware, software and user problems as they arise.
• Manages incidents (tickets) from beginning to end.
• Participates in the resolution of chronic problems and/or other technical projects as assigned.
• Install new, expands existing and configures operating systems, software applications, utilities and service packs based on end user needs.
• Perform software and hardware upgrades, routine maintenance, and monitoring.
• Tests new software operating systems, upgrades and applications prior to implementing into production.
• May train users in use of equipment and software.
• May participate in projects as a project team member.
• Shift work; 24x7x3NA support team.

Qualifications:

• Experience supporting Windows operating systems
• Experience managing large PC environment preferred
• Have broad expertise in computer software applications, desktop systems and networks.
• Good technical, analytical, problem solving, communication, and customer service skills.