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Help Desk Responder

Location: Tampa
Posted on: June 8, 2018

Job Description:

Role: We have a need of an Help Desk Responder for a 3-6 month opportunity located in Tampa FL. This is a 1st shift opportunity. MUST BE FLEXIBLE WITH DAYS AND HOURS AS THEY WILL CHANGE!



Possible Shifts Are Any Weekday:



- 7AM-4PM



- 12PM-9PM



- (Weekend Work Is REQUIRED!)



Key Attributes



-

Self motivated/ self starter





-

Strong sense of ownership/ accountability





-

Strong in fast paced stressful environment





-

Strong customer service/ phone skills





-

Strong Excel and Word





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Sense of urgency





-

Detail orientated





-

Technical experience/ background preferred





-

Sharepoint experience a plus





The tasks are as follows and need to be clear that this is not a full fledged technical opportunity. There is technical troubleshooting but the person must be open to administrative duties. If you a person is looking for 100% hands on or over the phone troubleshooting this is not for them.



-

Monitor CA ticketing system for incoming service request tickets





-

Perform level 1 and 2 triage troubleshooting





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Send email notifications to the client based on defined processes and procedures





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Monitor and escalate support tickets based on SLA requirements





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Perform required updates to the CA ticket throughout the life cycle of the ticket to completion.





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Identify and escalate any process improvements





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Obtain required OEM hardware certifications with IBM/HP on PC’s, printers, and Servers.





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Ship workstation and laptop images w/good hard drive for required service request tickets





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Assist with support documentation when needed





Qualifications:



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Must pass a drug and criminal background check before starting





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3 Yrs experience providing hardware PC support helpdesk





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2 Yrs of relevant technical helpdesk experience with IBM/HP PC’s, Printers, Servers





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Experience using Computer Associates (CA) ticket management system





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Experience routing support calls to other groups who use other call management systems







Skills & Requirements





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Associates Degree in Information Systems, Business, Communications or related field





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A+ and or Network + Certification





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Act as the front line support for all hardware issues and routing support calls





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Ability to prioritize help desk calls/tickets





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Escalate support tickets requiring urgent attention and manage them





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Ability to follow oral and written instructions





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Must have strong customer service, time management, and written/verbal communication skills





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Spanish speaking is a plus –dealing with a small percentage of support tickets from Mexico





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Dependable, reliable and predictable attendance is a requirement





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Assist Technical Services when needed





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Stay current with product upgrades, system information, changes and business updates





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Must have excellent communication and customer service skills



Troy Hawkins

Smartsource Sr. Technical Recruiter

Thawkns@smartsource-inc.com | 404-592-5134

Keywords: , Tampa, Help Desk Responder, IT / Software / Systems, Tampa, Florida

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