End User Support Analyst

Ryder • Coral Gables, FL

1d • $80,000 - $90,000

About The Position

The End User Support Analyst reports to and takes direction from the Supervisor of the End User Support team. This position is responsible for providing hardware and software support to an installed based of 14,000+ users throughout the United States and Canada. Hardware support is provided for all end user PCs including peripherals, wireless devices, and VoIP telephones. Software support is provided for over 450+ applications. Also, responsible for imaging, configuration and installation of PCs, end user data recovery, printer set up and configuration including maintaining Active Directory print queues, and updating end user IT Asset Management records. Provides technical leadership and guidance to junior end user support technicians

Requirements

• Demonstrated ability and knowledge in configuring, installingand troubleshooting PC systemsMicrosoft XP and Windows 7, Microsoft office applications, and network configuration
• Strong verbal and written communication skills
• Excellent organizational skills with the ability to prioritize work effectively
• Work well under pressure, successfully meet schedules, work independently while interacting with personnel from different management levels, and produce high quality work with minimal supervision
• Work as part of a team in a fast paced, multi-task environment
• Capable of independent decision-making
• Excellent customer service and interpersonal skills
• Advanced software product knowledge and skills with Windows, MS Office and Internet ExplorerExperience with Microsoft Project and Visio is a plus advanced preferred
• Advanced level PC skills with MS Windows such as file management, command prompt, software installation and removal associations and registry advanced required
• Experience using administrative tools and working knowledge of MS Active DirectoryDNSDHCPTCP/IP required
• Bachelor's degree required with preferred emphasis in Transportation, Logistics and Computer Science/Business
• Six (6) years or more in IT, preferably in Transportation and/or Logistics required
• Advanced software product knowledge and skills with Windows, MS Office and Internet Explorer. Experience with Microsoft Project and Visio is a plus advanced preferred
• Advanced level PC skills with MS Windows such as file management, command prompt, software installation and removal associations and registry advanced required
• Experience using administrative tools and working knowledge of MS Active Directory. DNS. DHCP. TCP/IP. required

Responsibilities

• Install, maintain, and repair PC hardware and software for an installed base of 14,000+ users throughout the United States and Canada.
• Support the use of operating systems and software applications including, but not limited to, Microsoft XP & Windows 7, Microsoft Office 2003-2010, Citrix, Adobe Reader and other standard applications.
• Provide support and performs troubleshooting of Wireless Devices including, but not limited to Tablets, Blackberry, Smartphone, Air Card, and Hand Held Scanners.
• Provide technical support to all levels of end users, including the Executive team and their assistants.
• Provide Level 2 support to Ryder IT Service Desk for end user issues.
• Image and re-image end user desktop and laptop computers, perform application and network configuration, and backup and restore user data.
• Responsible for the tracking, updating and accuracy or Asset Management information for end user equipment.
• Work with other support teams and vendors to provide seamless support to end users.
• Support and assist colleagues; commit to and be accountable for overall End User Support team success.
• Coordinate hardware warranty repairs with vendor.
• Responsible for printer installation and configuration.
• Provide hands-on support for Network and Server equipment for locations without a Network or Server support presence.
• Interacts with developers and vendors to resolve complex software and hardware problems.
• Provide support during employee relocation and other projects as required.
• Work with IT Knowledge Management to increase level 1 Support capabilities.
• Adhere to IT procedural guidelines and policies, including Ryder and customer requirements.
• Identify continuous improvements activities related to people, process and technology.
• Provide 24x7 support on rotational basis.
• Effectively communicates with management, co workers and customers.
• Utilize IT incident/change/asset management system to document, prioritize, and track requests.
• Document supported system and application process and procedures.
• Maintain currency by conducting research on new technologies and products.
• Performs other duties as assigned

Benefits

• Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level