Help Desk Specialist

2 weeks ago

Palm Beach, United States StevenDouglas Full time

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

Check out the role overview below If you are confident you have got the right skills and experience, apply today.

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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