HELP DESK, END USER SUPPORT, DESKSIDE SUPPORT, HARDWARE, SOFTWARE, NETWORKING, MOBILE, FINANCIAL SERVICES, SECURITIES
Contract W2, Contract Independent, C2H W2, C2H Independent, Full Time, 6+ mos
$20 - $28.22 hr
Synergy Technologies seeks and End-User Support Consultant for our growing client in the Tampa Bay area. If you have experience providing end-user support for both Software, Hardware, Networks and Mobile Devices, this might be the right fit for you. Any experience in Financial Services and Securities products is a plus
The goal of providing superior service, delivers second level technical support via multiple channels including on-site end-user support for hardware, enterprise software and connectivity issues. Resolves escalated incidents requiring analysis and evaluation by consulting with end user and/or completing more complicated tasks.
RESPONSIBILITIES * Installs, configures, troubleshoots, and resolves problems on a variety of hardware and software via telephone/remote control access and occasional on-site support. * Monitors the call tracking system for new incidents, requests and tasks 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. * Completes installations of corporate standard software images. * Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user services. * Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems. * May perform duties as a subject matter expert including updating knowledge management documents and providing trend analysis. * Documents product problems and their resolutions in a knowledge database for future reference. * Conducts advanced hardware troubleshooting and initiates warranty processes as required. * May participate in testing new product releases and\or enhancements. * May participate in projects requiring cross functional coordination. * Will be accountable for carrying on-call phone and responding to calls on a rotating basis.
EXPERIENCE AND SKILLS * Minimum of a H.S. diploma and three (3) years of relevant experience in a technical helpdesk or other technical support environment required or combination or education, training and experience. B.S. in Computer Science, MIS or related degree preferred. * May work a non-standard shift including nights and/or weekends. * Advanced technical knowledge of the following highly preferred: o Installing, troubleshooting and maintaining computer hardware and software. o Operating systems (OS). o Mobile devices. o Networking. o Business applications. o Security products. o Financial services applications a plus.
COMPETENCIES * Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. * Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions. * Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently. * Applied Learning: Assimilating and applying new job-related information in a timely manner. * Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. * Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
Applicants must be willing and able to work on a w2 basis. We offer our w2 consultants a great benefits package that includes Medical, Dental, and Vision benefits, 401k, and life insurance.
• Sponsorship is NOT offered for this role.
• C2C will NOT be considered for this role.