Help Desk Specialist

2 weeks ago


West Palm Beach, United States StevenDouglas Full time

MUST BE LOCATED IN SOUTH FLORIDA - 5X ON SITE IN WEST PALM BEACH, FL

Job description

Fast-pace and rewarding working environment. We are looking for a competent first level Help Desk Specialist to provide fast and efficient technical assistance to our agencies users. They will answer queries on basic technical issues and offer advice to solve them. This is a fast pace call center; attention to detail and the ability to multi-task is a must.

Responsibilities

Provide first level assistance to clients

Serve as the first point of contact for customers seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

May be asked to run data reports from our AS400/UNIX environment

Requirements

Minimum of 2 years experience working an enterprise Help Desk\Call Center environment. Help Desk experience in a medium-large Microsoft Windows environment (1000 + users)

Proven experience as a help desk specialist or other customer support role

Tech savvy with working knowledge of office automation products, databases and remote control

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and resolve basic technical issues

Proficiency in English

Willingness to learn

Excellent communication and documentation skills

Customer-oriented and cool-tempered

Schedule flexibility

Must be able to multi-task

Tools

CISCO UCCX/Jabber/Finesse Phone system

Desktop Remote Console: IVANTI Remote

IVANTI End-Point Management

Office 2016 Suite to include Outlook and Teams

Agency collaboration: Zoom


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