End User Support Advisor

RESPONSIBILITIES:
A Kforce client is seeking an End User Support Advisor in a contract role. Ideally, the candidate will reside in San Antonio, TX and go into office once per week/as needed. As the User Support Advisor, you will be responsible for supporting local and remote staff across company locations by resolving technology issues at Tier 1 and 2 levels.

Responsibilities:
* Acknowledge and resolve end user calls, tickets, emails, and chats professionally and within defined SLAs
* Assist with the installation, configuration, and usability of computers, peripherals, software and other devices
* Support ITSM best practices
* Update or create documentation to record changes in processes, procedures, configuration items, and other documents as needed/requested
* Support projects including but not limited to automation, desk and office moves, hardware and software testing, and process improvement
* Be a customer advocate and have a passion for solving user problems
* Occasional on-call support may be required

REQUIREMENTS:
* Degree in Computer Science or Information Systems. Equivalent work experience gladly accepted
* Minimum of three (3) years of experience working with Windows, Mac, and Android hardware (laptops, mobile devices, tablets) and operating systems required
* Minimum of three (3) years of experience with installing and troubleshooting hardware, software, peripherals, and A/V equipment required
* Basic understanding of networking, cloud technologies, O365/M365 required
* Experience with ITSM ticketing systems (ServiceNow, or similar Enterprise Service Desk application) required
* Must have strong verbal and written communication skills
* Ability to multi-task in sometimes challenging and high-pressure environment
* Ability to solve problems quickly with strong attention to detail, and a "first contact resolution" mindset
* Ability to build trust with users by performing technical support and coaching users for long-term success
* Understanding of the technical and non-technical elements of end-user support
* Understanding of the terminology and methods used in IT service management
* Organizational and time management skills
* Strong written and verbal communications skills including delivering effective presentations
* Able to put the -customer first-
* Able to multitask and stay calm under pressure
* Able to identify cause of issues and to work quickly to resolve them

Physical Demands:
* Occasional business travel, less than 10%
* Ability to lift 50 lbs without issue

* Microsoft Certified System Administrator (MCSA): Windows 10 a plus
* Apple Certified Mac Technician (ACMT) a plus
* Microsoft Certified System Engineer (MCSE) a plus
* CompTIA A+ a plus
* Network+ a plus
* ITIL Certification a plus
* Experience with device management software (SCCM, Intune, Autopilot) administration and implementation preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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