Help Desk Support Specialist

3 weeks ago

Tampa, Florida, United States Refresco Na Full time

Job Title: Help Desk Support Specialist

Job Summary:

The Help Desk Support Specialist is a customer-facing role that strives to deliver superior troubleshooting and timely problem resolution to end-users across Refresco Na's global enterprise. This position is responsible for proactively handling incoming telephone, email, IM, and self-service generated incident requests ranging from users experiencing technical difficulties with hardware and software to system-related problems, internet latency, and/or access requests for new hires, access changes for existing users, or termination requests.

Key Responsibilities:

24x7 Help Desk support for Canada, Mexico, USA, and locations; support is scheduled based on rotating coverage, including on-call and after-hours

Reporting Global Outages and communicating to appropriate management and Tier 2 Technical Services team

Creation and management of tickets within Help Desk ticketing tool, as well as use of knowledge base to triage reported incidents

Call logging and monitoring open tickets to resolution

First call respondent and troubleshooting for resolution

Call dispatching to Technical Services team if field service support is required

Security and system access support for third-party applications in use among the global Operations, Manufacturing, and Finance organizations, such as Office365, CC+I, Blackline, Hyperion

24x7 operational Tier 1 support for network, servers, workstations, and alert responses

VPN access to enable remote user connectivity to Refresco Na systems

Break/fix Tier 1 diagnostics for data network incidents, including routers, switches, wireless access points, software, Telco circuits, and general connectivity issues

Break/fix Tier 1 diagnostics for voice network incidents, including Voicemail, and Polycom VoIP phones

Distribution and installation of software on end-user equipment when required

Engineering, management, and configuration of all network elements to address access change requests for existing employees, new hire access, and termination requests, as well as other business requirements

Ticket monitoring, resolution, and/or escalation when required of received/submitted requests

Requirements:

Sense of urgency and ability to quickly assess, diagnose, and resolve reported problems

Proven customer service skills

Effective ticket documentation and communication skills

Knowledge of Windows current systems

Experience with remote connection tools

Desired (not required) bi-lingual in Spanish

Proficiency Level:

Possesses beginning to working knowledge of subject matter. Performs work under direct supervision. Handles basic issues and problems and refers more complex issues to higher-level staff

Education and Experience:

0-2 years experience in Help Desk support

High School diploma or equivalent

Working Conditions:

Physical Demands: Continuously sitting for prolonged periods, as the job is administrative in nature

Visual/Sensory: This position requires attention to detail, requiring attention with one or two senses at a time

Work environment: Work and environment fast-paced, requiring ability to remain focused under pressure

Mental Stress: There is pronounced pressure from deadlines, project management, accuracy, or similar demands

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice

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