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3rd Shift-Help Desk Technician

Location: Tampa
Posted on: July 8, 2018

Job Description:

Hours:/Days: Monday-Friday Ranges from 8AM start-12AM start and will work 9-12 hours each shift



Role: We have a need of a Help Desk Technician for a 6+ month opportunity located in Tampa FL. The hours for this opportunity will be between 8pm through 12am the next day.With weekend work required. There are outside times of 3rd shift. 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.



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Check-in techs by phone on arrival





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Distribute documentation to field technicians





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Outline onsite responsibilities to field technicians





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Answer support calls





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Document time of onsite milestones





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Document issues reported by field techs





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Identify resolutions for solutions database





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Enter new resolutions in solutions database





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Assist with creating documentation





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Escalate issues as needed





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Check out techs





Qualifications:



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Must pass a drug and criminal background check before starting





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2+ 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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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



Thank You,

Troy Hawkins | Smartsource Staffing

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



Since 1996, SmartSource has been a leader in providing IT technical staffing solutions for short and long term projects, staff augmentation, and direct hire positions. SmartSource partners with original equipment manufacturers, systems integrators, hardware VARS, computer service companies and independent IT firms. Many of our partners rely heavily on our variable workforce model for satisfying their IT talent needs.

Keywords: , Tampa, 3rd Shift-Help Desk Technician, IT / Software / Systems, Tampa, Florida

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