Avispa Technology Onsite Support Analyst 6063201 in Rock Springs, Wyoming

Onsite Support Analyst


• The Onsite Support Specialist is a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. • The Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, connectivity issues. • The Onsite Support Specialist also enforces desktop and laptop policies and procedures.

Essential Responsibilities/Duties:

Junior Level:

• Provides second-line investigation and diagnosis • Resolves and closes incidents/service requests as per help desk procedures & allocated timelines • Escalates unresolved incidents/service requests within agreed timescales • Logs relevant incident/service request details per help desk procedures • Communicates with client regarding incident progress • Ensures tickets are updated at all times until issues are resolved • Conducts customer/user satisfaction callbacks/surveys • Completes GET IT training for User Support Analysts • Complies with QHSE and IT policies • Liaises with clients, other IT support groups and 3rd party providers when necessary • Performs staging of PCs • Performs IMAC (Install, Move, Add and Change) • Conducts hardware and software maintenance and support

Level 1:

• Includes Junior Level responsibilities • Troubleshoots and resolves PC incidents and/or VIP requests • Coordinates with Service Desk for hardware repair • Assists with SSO on IT security issues and virus elimination • Assists local Server Team when server maintenance is required

Level 2:

• Includes Level 1 responsibilities • Works closely with Distributed Services, Systems, Network Support and Event Management teams • Coordinates spare asset inventory • Maintains asset management • Assists local Network Team when network equipment maintenance is required • Presents and educates IT solutions, methods, and tools to clients in order to increase their efficiency

Level 3:

• Includes Level 2 responsibilities • Channels requests for help to the appropriate functions for resolution, monitors resolution activity and informs clients of progress • Works with Infrastructure or Distributed Services team to deploy upgrades to customers LANs, WANs and wireless networks • Advises junior members of the team • Has authority to manage small, low risks IT projects at location • Ensures process consistency through calls, group meetings and workshops • Listens, understands, and interprets client requirements in order to propose solutions which enable the business to be more efficient

Previous Experience/Competencies:

• Experience with an IT related discipline


• Fluent in English • Willingness to work flexible hours when needed • Initiative • Ability to write technical support documentation a plus • Excellent customer interface skills • Good interpersonal communication skills • Understanding of customer satisfaction principles and practices • Team player • Ability to work under pressure • Good organizational and time management skills • Good analytical and problem solving skills • Ability to understand a wide variety of documentation

$26 Per Hour Rock Springs WY 82901 5 Month Assignment