JOB TITLE: End User Support Analyst / Help Desk Ticket analyst
Under minimal supervision, provide information systems level 1, 2 and 3 technical support to the end user community.
Troubleshoots and resolves hardware, software and user problems as they arise.
Manages incidents (tickets) from beginning to end. Including creating tickets with the vendor (NICE)
Participates in the resolution of chronic problems and/or other technical projects as assigned.
Install new applications, utilities and service packs based on end user needs.
Perform software and hardware upgrades, routine maintenance, and monitoring (via the Sentinel tool).
Tests new software releases prior to implementing into production.
May participate in projects as a project team member.
Must have experience handling Calling recording systems and ticketing systems.
Experience supporting NICE Call Recording and Quality Management Solutions including Advanced Process Automation 7.0, Compliance Center, Desktop Triggering, Real Time Activity Monitoring, and Sentinel
Experience with Cisco Active, Passive, and Network Based Recording preferred
Broad expertise in computer software applications, desktop systems and networks.
Good technical, analytical, problem solving, communication, and customer service skills.
Please apply online or email [ Link removed ] - Click here to apply to End User Support Technician If you don’t meet these requirements, but are interested in other Scom or Corestaff Services opportunities, please register with us online at [ Link removed ] - Click here to apply to End User Support Technician
s•com is an Equal Opportunity Employer - All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law.
Complex Problem Solving