Overview
On Site
USD 24.00 - 30.00 per hour
Full Time
Skills
Migration
Operations
Service desk
Productivity
Metrics
Data
Customer satisfaction
Issue resolution
Customer service
Policies
Interfaces
Training
Publications
Remote Support
Technical Support
Management
Vendor management
Information Technology
Computer hardware
Operating systems
Microsoft Outlook
Microsoft Windows
Customer experience
Revenue growth
Computer science
Management information systems
DICE
Job Details
JOB TITLE: Desktop Support Analyst
JOB LOCATION: St. Petersburg, FL
WAGE RANGE*: $24-30/hr.
JOB NUMBER: 34020476
REQUIRED EXPERIENCE:
JOB DESCRIPTION
Essential Duties and Responsibilities:
Qualifications:
Knowledge, Skills, and Abilities:
Ability to:
Education/Previous Experience: Bachelor's Degree (B.S.) in Computer Science, MIS, Business, or a related degree with a minimum of six (6) years of relevant experience.
Equal Opportunity Employer Veterans/Disabled
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
#Dice
JOB LOCATION: St. Petersburg, FL
WAGE RANGE*: $24-30/hr.
JOB NUMBER: 34020476
REQUIRED EXPERIENCE:
- 4+ Years of Desktop Support in Windows Environment
- Windows 11 Migration experience a plus
JOB DESCRIPTION
- This position provides second and third level support in a customer-centric environment to ensure that service levels are achieved.
- Responsible for monitoring the daily operations of the hardware service desk, handling escalations, evaluating client satisfaction levels and ensuring associates meet productivity and quality goals and metrics.
- Makes judgments and recommendations based on the analysis and interpretation of data.
Essential Duties and Responsibilities:
- Monitors response times, evaluates client satisfaction levels and makes recommendations for improvement.
- Communicates frequently with end users, peers, and various levels of management across the firm.
- Works closely with vendors and/or other client teams to facilitate issue resolution.
- Ensures users are provided with efficient and timely second level support.
- Resolves issues in a professional manner and accurately communicates pertinent information to create a positive work environment and customer service.
- Establishes best practices, processes, systems, and policies for the entire technical support process.
- Interfaces with users of technology, employing a high degree of tact and diplomacy.
- Maintains team competency and enhances professional growth and development through continuing education.
- Provides training on new hardware and/or software applications as requested.
- Attends conferences, local industry user group meetings, and reads industry-related publications to stay abreast of technology advances, especially in the Desktop Support field.
- Ensures that effective End User Support representation takes place for the coordination of work processes and projects with other departments.
- Collaborates with various levels of management to ensure that strategic projects are completed successfully.
- Assists in determining hardware selection and corporate standards.
- Designs and implements improved processes.
- Recommends changes to processes to fulfill customer needs.
- Establishes relationships with technology vendors.
- Responsible for vendor management activities when applicable.
- Leads small-medium projects to successful completion as defined by predetermined project success criteria.
- Performs other duties and responsibilities as assigned.
Qualifications:
Knowledge, Skills, and Abilities:
- General technical knowledge and background in information technology support highly preferred.
- Excellent understanding and/or demonstrated working knowledge of PC and workstation hardware and PC applications/operating systems such as Office, Outlook, Windows, etc. preferred
Ability to:
- Enhance the client experience.
- Build and maintain strong internal and external relationships.
- Gain competitive advantage by developing, supporting, and/or promoting innovative strategies, products, or processes that align with the firm's vision and goals.
- Encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.
- Execute business and organizational objectives that support sustained revenue growth and effectively leverage people and processes.
- Occasionally work a non-standard shift, including nights and/or weekends and/or have on-call responsibilities.
Education/Previous Experience: Bachelor's Degree (B.S.) in Computer Science, MIS, Business, or a related degree with a minimum of six (6) years of relevant experience.
Equal Opportunity Employer Veterans/Disabled
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
#Dice
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.