Level 1 User & Site Support Analyst

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Our client is seeking a Level 1 User & Site Support Analyst to join their team and assist with day-to-day PC issues, and provide support to the service desk. This analyst will be responsible for configuring new PC infrastructure equipment, along with keeping existing PC infrastructure equipment up to date and working properly for the client. They will also act as the remote eyes and hands for the other client team to support local infrastructure needs at the field locations.

Scope Of Activity And Responsibilities

• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM etc.
• Collaborate with immediate supervisor to ensure efficient operation of the client’s desktop computing environment
• Ensure that customer needs are taken into account in line with the strategy defined
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Serve as the first escalation for the ITSM vendor
• Assist with account administration when needed
• Update all configuration items in ServiceNow
• Keep abreast of all new Security changes both from client and outside vendors
• Ensure that physical desktop connections are in proper working order
• Receive and respond to incoming calls and / or e-mails regarding desktop problems
• Assure all deadlines are met within project timelines
• Maintain an inventory of all computers and related equipment
• Assist with Mobility Tickets - Troubleshoot Mobile phone issues
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal
• Provide users local technical support and assistance
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers
• Assist with placing orders for Delegation and CT Shared Services groups
• Take charge of troubleshooting incidents requiring an intervention
• Assist Authorized Order Placers with general questions and order issues
• Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Assist with management and enforcement of IT Security polices and standards established by client
• Carry out interventions with users
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
• Where required, administer, and resolve issues with associated end-user workstation software products

Required Skills And Qualifications

• Associate or bachelor’s degree (technical or business related) is a plus
• Good written / verbal communication skills
• Good analytical and problem-solving skills, capable of sound decision making
• Experience with Microsoft Office / M365 is required. Experience with other Microsoft Office tools and workflow software is preferred
• Excellent customer service skills
• Minimum 3+ years of applicable work experience with PC and / or IT management is required. Prior experience servicing internal customers in a large complex organization is preferred
• Strong organizational skills with attention to detail
• Experienced in applying and following established procedures and work instructions to complete day to day responsibilities, which are generally well-defined and straight-forward, but require occasional deviations

Full COVID-19 Vaccination May Be Required.

We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.