Senior End User Support Specialist The Internet Corporation for Assigned Names and Numbers

The Internet Corporation for Assigned Names and Numbers (ICANN) is seeking a Senior End User Support Analyst. The Senior End User Support Analyst performs technical support duties and carries out responsibilities in the following areas: troubleshooting, end user assistance and support of all software and hardware systems. Based in Brussels, Belgium, the Senior End User Support Analyst will work to provide technical guidance, assistance, coordination and follow-up on customer questions, problems, or malfunctions of all Macintosh and/or PC software/hardware installed or maintained in the Brussels office of ICANN.

Perform analysis and assist in a variety of end user support activities including, but not limited to, providing problem resolution, guiding end users through troubleshooting procedures, developing troubleshooting scripts for the help desk, and providing technical assistance in setup, installation and configuration of desktop hardware and software.

Adhere to and maintain policies, systems, methods and procedures for the effective management and control of the help desk function.

Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Perform upgrades to hardware, software, and deployment of new hardware and software technologies in compliance with internal controls, policies and standards.

Perform preventative maintenance, including checking and cleaning of workstations, printers and peripherals.

Other duties as assigned or requested.