End User Computing and Field Support Analyst

Job Summary

GardenCore is seeking an experienced End User Computing and Field Support Analyst that is responsible for the installation and support of desktop PCs and notebook computers for the organization’s Information Technology. This primarily includes end user support for personal computing hardware, Microsoft Windows desktop operating systems, Microsoft Office suite, printers, and miscellaneous client access software. This position will also have responsibility for the installation and support of PC based applications directly supporting specific end-users or departments. This position works closely with Team Lead and Manager to ensure that the end user support services are delivered at level consistent with the organization’s requirements. This position will support over 58 sites in the U.S. and will be required to travel up to 25% of the time to company sites based on business needs.

Job Location

The End User Computing and Field Support Analyst will be working onsite in the Peachtree Corners, GA office.

Responsibilities

• Works on installation, configuration, preventative maintenance, and support activities for the PC desktop and notebook computer environment including PC hardware, MS Windows operating systems, MS Office products and a variety of other PC based software products.
• Assists end-users who are having problems. Assistance is delivered desk-side as well as remotely over the telephone. Handles significant majority of problems without further escalation or need for additional help.
• Demonstrates effective troubleshooting skills through the quantity of problems resolved correctly without further incident occurring as a result of work performed. Consistently meets or exceeds all service level metrics pertaining to support performance.
• Ensures that new hardware and software products are compatible with existing systems through research and testing.
• Maintains hardware and software stability for all desktop and notebook computers through application of sound skills and utilization of appropriate standards and procedures.
• Executes work plans for the implementation of PC hardware and software. Consistently meets deadlines and quality requirements.
• Works with management to determine measurable and attainable goals related to End User Computing.
• Assists team lead and manager in the development and/or correction of the various processes used by the team for the installation and support of systems.
• Works closely with rest of the team to maintain or reach high levels of customer satisfaction are attained on issues reported by end users.
• Identifies, develops, and prepares required documentation to aid in troubleshooting, cross-training, and inventory analysis.
• Demonstrates an excpetional understanding of the PC desktop and notebook computer environment through ability to provide technical guidance and consistently produce desired results.