End User Support Analyst

Contract position based in St. Petersburg, FL with a hybrid onsite model requiring a minimum of 11 days per month onsite. Local candidates only; no full remote.

About the role

Provides advanced end-user support for hardware installations and software applications, both on-domain and off-domain. Uses ServiceNow, GoToAssist, proprietary software, Chrome, VPN (F5 and Global Protect), Office 365, and Exchange Online. Responsibilities include hardware break-fix with HP warranty replacements, software installation and support, onboarding new associates, PC setups and replacements, data backups and restores, and reinstalling software.

Responsibilities

• Provide advanced telephone and on-site end-user support for hardware and software applications.
• Perform in-depth analysis and evaluation to make decisions and recommend solutions.
• Install, configure, troubleshoot, and resolve issues on COTS and proprietary software via telephone, remote control, and occasional on-site support.
• Monitor the call tracking system for new incidents and requests, troubleshooting and resolving client issues per service level agreements.
• Document activity in the call tracking system and communicate technical information to non-technical audiences.
• Assist with installation of corporate standard software images.
• Stay current with and comply with company and department policies related to technology and end-user support.
• Communicate system issues affecting quality or reliability to clients, peers, and management.
• Document product problems and resolutions in a knowledge database for future reference.
• Participate in testing new product releases and enhancements.
• Lead or participate in projects requiring cross-functional coordination.

Requirements

• Local to the greater Tampa Bay area (no relocation assistance provided).
• Hybrid onsite model with a minimum of 11 days per month onsite in St. Petersburg, FL; no exceptions.
• Contract role only; contractors will be issued company assets/laptops for the engagement.
• Proficiency with ServiceNow, hardware troubleshooting, and software installation.
• Experience supporting on-domain and off-domain end users.
• Experience with hardware break-fix, warranty replacements (HP), software installation, onboarding, PC setups, data backups/restores, and reinstalling software.
• Familiarity with VPN (F5 and Global Protect), Office 365, Exchange Online, Chrome, and proprietary software.

Pay

$30.00 - $34.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance.
• Critical illness, accident, and hospital insurance.
• 401(k) retirement plan (pre-tax and Roth post-tax contributions available).
• Life insurance (voluntary life and AD&D for employee and dependents).
• Short-term and long-term disability.
• Health spending account (HSA).
• Transportation benefits.
• Employee assistance program.
• Time off/leave (PTO, vacation, or sick leave).