Help Desk Specialist
2 weeks ago
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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