Analyst II-User Support

Westlake•Plaquemine, LA

6d•Hybrid

About The Position

The User Support Coordinator’s role is to support the operation of the organization’s computing infrastructure, acting as the second level I.T. support to I.T.’s customers, and to assist I.T.’s customers through the support process.

Requirements

Minimum 5 years’ experience in on-site computer support.
Familiar with broad range of computer operating problems and solutions.
Strong background in computer repair and support.
Excellent customer-service and problem-solving skills.
Excellent verbal and written communications skills.
Excellent listening skills.
Helpful and patient attitude.
Energetic and positive attitude.
Customer-focused.
Self-starter, yet willing and able to take and execute direction when needed.
Seeks to expand knowledge and grow in position.
Works well in a team environment.

Nice To Haves

Preferred HP/DELL certified technician certificate

Responsibilities

Provide excellent customer service to I.T.’s customers by assisting them during the support process.
Install, configure, and maintain desktop and notebook computers and peripherals.
Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to desktop and notebook computers that are not resolved at the I.T. Help Desk.
Maintain an electronic software license management system via SCCM or other Admin tools.
Maintain electronic records of asset allocations from I.T. inventory via SCCM or Lansweeper.
Occasionally deploy application packages in SCCM.
Make recommendations to his or her supervisor for improving customer service operations.
Use the systems and devices provided, such as disk imaging via SCCM and software deployment systems, in order to turn around service issues as efficiently as possible.
Provide second-level support for all computing infrastructure issues, with a goal of meeting metrics aligned with I.T. Customer Services’ goals.
Assume ownership of I.T.’s customers’ service requests assigned to him or her, and will assure that service requests are handed off to higher tiers of support, if needed, in an organized fashion.
Must be able to travel to other local vicinity sites within a 120 mile radius.
Provide high-quality and timely communications to I.T.’s customers during the service process, using frequent verbal and written communications.
Actions taken on a service request will be logged into the I.T. work order.
Maintain and project a professional attitude toward I.T.’s customers at all times and in all circumstances.
Diligent and tenacious in assuring that all service requests are handled in a timely manner, to the satisfaction of I.T.’s customers.
Provide alternatives when necessary in order to meet I.T.’s customer’s business requirements.
Provide support to the I.T. Help Desk and other I.T. personnel as needed.
Advise the User Support Supervisor on technical issues and make recommendations on technology within his or her area of expertise.
Perform the primary thinking encompassed by this job description.
Comply with all Company policies and procedures.
Fully supports Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.
Any additional responsibilities or tasks as necessary.