IT Support/Help Desk
Florida, Tampa-St. Petersburg-Cl
Provide technical support to all staff, supporting hardware, software and other systems.
Using their technical knowledge, the candidate will troubleshoot issues, determine the source and advise on appropriate action for resolution.
Assist inquiries via phone, email, ticket or in person.
Troubleshoot and research all issues reported.
Determine source of problems (hardware, software, user access, etc.).
Advise on appropriate action for resolution.
Document entire exchange.
Serve as liaison between staff and the rest of the technology departments.
Work autonomously or with a team on technical projects.
Work not only reactive but also proactive on potential issues that may arise.
Work with current knowledge-base documentation on validity of information documented as well as updating current and creating new knowledge-based documentation.
Perform hardware and software installations.
Provide on-the-job training to new department staff members.
Lift equipment such as desktops or laptops and delivered parcels.
Assist on other duties as required or directed.
KNOWLEDGE AND SKILL REQUIREMENTS
Voice skills that are pleasant, professional, clear and easy for one to understand. This includes the ability to communicate using correct grammar.
Writing skills that are pleasant, professional, clear and easy for one to understand. This includes the ability to communicate using correct grammar. Candidate should be able to type proficiently while participating in a conversation.
Listening skills that include the ability to actively listen and patiently wait to speak.
Willingness to learn and expand on technical knowledge.
Eagerness to help others and provide the best possible service in a timely manner.
Works well autonomously or in a team environment.
Flexibility with tasks and work schedule to assure proper coverage.
Accepts direction well from department manager and coworkers.
Candidate must be flexible to all shifts at all times. Common shifts are 5 day 8 hour that can include a weekend shift or a 4 day 10 hour shift that includes at least one weekend shift. Start times are as early as 6 AM and as late at 4 PM with an end time as early at 3 PM and as late as 2 AM, respectively.
Typically, the more tenure one is, the more likely one will get their preferred shift, unless there are performance issues as most of the time performance out-weighs all other considerations.
High school diploma and one current technical certification or
Associate' s or Bachelor' s degree in a technical field or
Associate' s or Bachelor' s degree in other non-technical field with a minimum of one current technical certifications.
Minimum if six months of recent, uninterrupted, continuous professional experience in technical support or customer service role.