IT Specialist

2 weeks ago

Tampa, United States RYZE Claim Solutions Full time
JOB DESCRIPTION:

Under general supervision, provide technical software, hardware and network problem resolution to all Client computer users by performing question/problem diagnosis and guiding users through step-by ­step solutions, clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist System Administrator; troubleshoot basic end user issues; involve team and if necessary pass more complex end-user problems on to System Administrator; assist team in conducting hardware and software inventory reporting; and perform related work as required.

SCOPE:

The Help Desk Technician fields all Level One / Two Help Desk tickets / requests from internal ticketing system keeping a clear and concise record of the request and the resolution process; resolves all Level One end-user problems remotely; passes all Level Three requests on to System Administrator

KEY DUTIES AND RESPONSIBILITIES:

  1. In an internal Help Desk company environment identifies, diagnoses, and resolves Level One / Two problems for users of software and hardware, assist System Administrator with network and internet issues and new computer technology in an internal company Help Desk environment; communicates solutions to end-users.
  2. Provides one-on-one end-user problem resolution remotely (phone, meeting, chat) approved by the System Administrator for client related issues.
  3. Diagnoses and resolves end-user PC hardware, e-mail, Internet, software and local-area network access issues.
  4. Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
  5. Helps install software and applications that are required per IT protocol.
  6. Must be instrumental and diligent in creating SOP’s and documenting and or creating materials for end-user frequently asked questions (FAQs).
  7. Continue with training as instructed per IT protocol.

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