End User Support Technician I

Contract position with a major pharmaceutical firm.

Perform analysis, diagnosis, and resolution of complex hardware and software problems for end users within client defined service level agreements for client's headquarters-based users. Coordinates problem and project resolution with Infrastructure and Operations to minimize disruption and down-time.

Act as level 2 support escalation from walk up and call center according to SLA's per ticket priority.

Act as junior system administrator to perform routine tasks to maintain operations such as, but not limited to, account lifecycle management (creation, modification).

Provides instruction and training to end users in troubleshooting, maintenance, and use of applications & hardware. Develop written knowledge items used for troubleshooting and training purposes.

Perform moves, adds, and changes (MAC) requests for new and existing staff. Accountable for new hire hardware / software setup and initial training on support procedures and standard applications. Maintain telephony systems. Perform MAC's in voicemail system and configure phones.

Provide onsite support for launch meetings, national / regional meetings, and audit activities to ensure all IT related needs are met.

Skills : Maximum 1-2 years IT Support or related experience.

Excellent technical knowledge of PC and Mac hardware platforms Outstanding customer service skills Ability to develop technical documentation Ability to work with various customers and partners effectively.

Ability to effectively troubleshoot various software issues effectively.

Effective interpersonal skills and relationship-building skills Strong written and oral communication skills.

Ability to present ideas in user-friendly language.

Analytical and problem-solving abilities, with keen attention to detail.

Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

Experience working in a team-oriented, collaborative environment.

Strong knowledge of Microsoft Windows 10 and Office 365 Laptop hardware and phone support General networking knowledge

Keywords :

Education : Bachelor's degree, technical trade program, or equivalent work experience (2 years) Industry related certification required (A+, Microsoft, Apple, HDI) Experience in Microsoft Windows and Office use and troubleshooting.

Payrate : 30 / hr

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