Associate Analyst, End User Support

About the role

Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications. This position will follow our hybrid work model, we expect the selected candidate to be in office 3 days per week at either of our St. Petersburg HQ or Southfield, MI office locations. Please note: The initial training period will last for one to four weeks and will require candidates to be onsite in the office five days a week.

Responsibilities

• Provide second-line hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.
• Support others by working on a variety of data management tasks.
• Help manage internal client relationships by carrying out simple procedural tasks.
• Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
• Carry out simple knowledge management tasks by following established procedures in order to support others.
• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
• Develop and maintain excellent process or technical skills by participating in assessment and development