Technical User Support Analyst I

TIAA•Charlotte, NC

1d•$26 - $36•Onsite

About The Position

The Senior IT User Support Specialist provides day-to-day technical support to employees for a range of hardware and software related systems. Working under direct supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.

Requirements

+2 years of Technical Support experience
Strong written and verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization
Level 1 & Level 2 Desktop Support
Hardware - Desktop & Laptop troubleshooting
Excellent software troubleshooting skills

Nice To Haves

ITSM Ticketing Tools
OS - Windows, MAC, and Mobile OS
SCCM/MECM
Virtualization (Citrix, VMWare)
Microsoft 365 administration
Mobile Device Management
VPN, RSAT, Diagnostic Tools
Apple hardware and software troubleshooting
Call Center support experience preferred
Asset Management Support experience preferred

Responsibilities

Provides a high level of customer service while working in a dynamic complex environment under limited supervision and direction.
Provides end user training and knowledge documentation.
Deploys, procures, and collects desktop equipment from end users.
Provides second level end-user personal computer (PC) support for staffed locations and remote offices and high level on-site call center support.
Performs configuration/installation and troubleshooting of PC hardware including laptops, Virtual Desktop Infrastructure (VDI), desktops, tablets/iPads, printers, messaging and mobile devices, and Mobile Wi-Fi (MIFI).
Installs, configures, and troubleshoots Windows operating systems, MacOS, Microsoft Office Suite other applications.
Provides incident & problem summaries, status reports, and project status as required.
Complies with and supports Information Technology Infrastructure Library (ITIL) change-incident-problem-asset management processes and work instructions.
Coordinates with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels.
Maintains highly accurate inventory records.