Homans Associates (HA) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. We proudly distribute the Mitsubishi and Bryant brands of HVAC equipment, as well as a full line of HVAC residential and commercial parts, supplies, and accessories. We havelocations throughout New England, New York, and New Jersey. We currently have openings for IT User Support Analysts in our Whippany NJ and Wilmington MA. locations. There is no relocation assistance offered for this position.

Company Website: http://www.homans.com

The IT User Support Analyst will provide support and guidance to users experiencing technical issues relating to computer hardware, software, and peripherals.

Duties/Responsibilities:

• Provides technical support and guidance to resolve users' computer hardware and software problems.
• Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
• Applies knowledge of computer software and hardware to assist users in resolving problems.
• Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
• Coordinates service or replacement of defective products from vendors and manufacturers.
• Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
• Drafts or revises user training manuals and procedures.
• Maintains logs of support services provided in the ticketing system or other appropriate database.
• Develops training materials and/or provides onsite training as requested.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Thorough understanding of technology commonly used by clients and employees.
• Ability to explain technical problems to nontechnical employees.

Education and Experience:

• Two years of experience or Associate degree required; Bachelor's degree in Computer Science, Business Administration, or related field preferred.