Help Desk - Tier Support job vacancy

Vacancy expired!

Position Summary - Help Desk - Tier 1 Support

Location: Hollywood, Florida Pay rate: $20/HR+!

The Helpdesk Analyst is responsible for answering Helpdesk calls and e-mails in a timely manner and assisting users with various systems issues. The Helpdesk Analyst maintains a proficient knowledge software platforms, systems and technologies and is able to assist users with a variety of Information Technology related problems.

Essential Duties and Responsibilities

The Helpdesk Analyst provides Tier 1 onsite and remote end-user support, serves as the primary point of contact for all problem and informational calls coming into the Department of Information Technology.

Answer all helpdesk calls, chats, tickets, voicemails and emails within a timely manner. Determines the nature of the user's issue and obtains as much information as possible about the problem. Prioritizes and evaluates user systems issues into a low, medium or high priority. Creates helpdesk tickets based on the user's systems issues. Attempt first call resolution. If not able to resolve reassign to Tier 1 or Tier 2 for resolution.

Provides friendly, courteous, and quality systems support to all users. - Strives to meet or exceed all customer service goals & SLA's.

Utilizes independent judgment in handling user issues/questions and knows when to refer complex matters to the Help Desk Manager for personal review.

Maintains a proficient technical knowledge in various systems, hardware, software and database applications.

Troubleshoots and assists users with various systems issues including PC/laptop, printer, software, hardware, problems.

Closes Help Desk tickets and communicates resolution to the user. - Tracks all calls, voicemails and e-mails in a detailed and accurate fashion utilizing Help Desk software. - Adheres to the defined and communicated call flow / ticket resolution process.

Recommends changes in policies/procedure to the Sr. Helpdesk Analyst or Help Desk Manager.

Completes other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty and responsibilities satisfactorily and in accordance with the institution values. The duties and responsibilities may be, however, subject to change at any time due to reasonable accommodation or other reasons.

Education, Experience, Knowledge and Skills

Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associates Degree or higher in Computer Science- Minimum 3 years' experience in a call-center or telephone customer service environment. - Minimum 2 years' experience in a Helpdesk position. Strong working knowledge supporting Microsoft Office Suite, Windows 10, Macintosh OS, desktop, laptop, tablets, software/hardware used in Academic and corporate environments. Ability to handle a large call/e-mail volume. - Proven ability to communicate professionally in a corporate and academic environment. - Flexibility to accommodate Help Desk's shift and after-hours support.

Advantage Technical is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact us. Advantage Technical is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.

All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations.

Vacancy expired!

ID	#46347928
State	Florida
City	Hollywoodflorida
Job type	Contract
Salary	USD $20.00 - $20.00 per hour 20.00 - 20.00 per hour
Source	Advantage Technical
Showed	2022-10-10
Date	2022-10-09
Deadline	2022-12-07
Category	Internet engineering
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Job Details

Help Desk - Tier 1 Support