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HelpDesk Specialist
Ref No.: 18-07171
Location: Melbourne, Florida
Job Description:
The Helpdesk Support Technician is responsible for Tier I and Tier II levels of helpdesk support in a three-tiered Information Technology Call Center of Client, Inc. serving approximately 1,800 users in local and remote locations.
He/she is responsible for resolving helpdesk issues of moderate to high levels complexity, including those escalated from other team members, and for escalating issues which he/she cannot resolve to Tier III support.
Responsibilities under this role will be to follow-up on support issues; track and maintain all issues in a Call Center tracking system; report on helpdesk operations, SLAs, and issues regarding the support of Information Technology resources; and assisting fellow team members with support issues.

As a member of the Helpdesk team, the Helpdesk Support Technician is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution regardless of the cause, systems affected, or internal escalation functions. Because Helpdesk support spans a broad range of issues from software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues, the Helpdesk Support Technician must demonstrate an aptitude for staying abreast of all technologies in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with the field's concepts, practices, and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.

Required Experience
Significant hardware/software experience with PC's, Laptops and printers in an Enterprise environment.
Strong knowledge of Windows 2007, 2010.
Ability to work in a team environment.
Ability to prioritize effectively and to perform proactively.
Ability to conduct research into software and hardware issues and products as required.
Excellent oral and written communication skills.
Good troubleshooting and analytical thinking skills.
Excellent Customer Service.

Preferred Experience
Cisco, Citrix, Microsoft Exchange.
MCP, MCSE Certification or 3 year experience in a help desk environment.
A+ Certification or 3 year experience supporting Client desktop and laptops.