Support Analyst

Position Details:

Client: Energy & Utility

Job Title: Workstation Support Analyst I

Duration: 12 Months (Possible extension of conversion based on performance and budget)

Location: Royal Oak, MI 48073 (Hybrid Onsite)

Pay: $25-$29/hr.

Description:

• The BPS End User Computing team works diligently to provide desktop support to a variety of internal clients across multiple locations.


• Support offered to the business includes troubleshooting and problem resolution for a variety of out-of-the box and corporate applications, PC/hardware/peripherals, and network-related issues.


• A strong focus on customer service and supporting business clients is an absolute requirement for this team, as it is the goal to ensure optimum uptimes for all users.

Responsibilities:

• In this position, you will work as part of the desktop support team, providing support to internal clients for a variety of out-of-the box and corporate applications, desktop, and network-related issues.


• Issues and requests are reported and managed through a ticket-tracking system, so experience in this environment is critical.

Key Responsibilities include:

• Work with IT and Corporate Clients to provide day-to-day, hands-on and remote support for enterprise computer applications and business workstations.


• Provide incident diagnosis, troubleshooting and resolution for workstation hardware and software under time constraints.


• Provide request fulfillment activities Setup and deploy new Printers at corporate offices as well as construction trailers.


• Support field employees for their various needs.


• Must be willing to learn about the clients' business and processes Support new distributed application projects and operations.


• Prepare business and technical documentation Be representative of the IT Department to client base, acting in a business relationship role May requires work hours flexibility.


• Does require travel in the Detroit area.

Skills:

• Strong experience with executives providing white glove levels of support. This means a short turnaround time for answers/solutions and the ability to think/act quickly during high stress situations, all while keeping customer service and communication skills at their peak.


• Exceptional interpersonal and communication skills, with an ability to translate technical terms into easily understood concepts for business users.


• Ability to think analytically and problem solve; further, make effective decisions based upon troubleshooting techniques.


• Operate in a results-oriented manner: always provide reliable and dependable customer service.


• Be aware of the business and its customers and work in a way that supports their needs, practice patience and empathy.


• Ability to work with a variety of technical issues, including PC-level issues, software installations and troubleshooting (like MS Office), networking concepts, and more; effectively escalate and/or partner with other technical teams to ensure resolution.


• Ability to handle multiple tasks in an organized manner.


• Must be self-motivated but able to work effectively in a team environment by using and supporting the larger IT group Business applications include MSOffice Suite, Outlook, SharePoint, Intune, Adobe, etc.


• Exposure to enterprise applications used by IT and Corporate clients (i.e., Service Now, MicroStation, Clarity, SAP, etc.).


• Experience in supporting mixed printing environments (printers, MFDs, plotters, etc.).


• Knowledge of company business processes including Work Order processing, AutoCAD, eSOMS, Primavera, Direct Customer Office (DCO), etc.


• Experience in supporting/using handheld devices (BARCODE, Panasonic Toughbooks and Toughpads, etc.).


• Experience using MS SCCM to deploy software and manage PC's Experience utilizing call management tools (i.e., ServiceNow, etc.).


• Experience with the following technical skills and knowledge will set you apart from other Workstations and mixed printer types, basic LAN network, Windows 10 and 11, and Active Directory Ability to initiate new processes and/or enhance existing processes.


• Knowledge of LAN/WAN network Experience using business applications including MS Office Suite (Word, Excel, Outlook, SharePoint), Intune, Adobe, etc.