Help Desk Technician

Industry

IT

Advert ID

USA/415741

Location

Stuart

Job Type

Permanent

Hours

Full-Time

Salary Range

15.0 - 16.0 HOURLY

No. of Openings

1

Branch Information

Stuart, FL - (USA) 1650 South Kanner Highway FL Stuart , FL 34994-7155

Branch Phone Number

772-287-5359

Job Description

The IT Service Desk provides essential support for information technologies at our client's facility in Stuart, FL. IT Service Desk provides direct support to our client's staff as they use information technologies to advance the businesses mission. Service Desk staff work in a dynamic, fast-paced call center that provides services over the phone, through e-mail, chat and in person.
 

PRIMARY DUTIES AND RESPONSIBILITIES

Customer Service:
Service Desk staff are responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service need in an incident management system. They then document their diagnostic steps and communications with the customer as they troubleshoot the reported problem.
Investigation and use of a knowledge base is required to find the correct solution. Staff follow-up with all customers to ensure a good experience is required. Ability to communicate effectively and professionally with members at all level across the Bard global community is essential.
Keeping support services running smoothly and efficiently is a priority at the IT Service Desk, and all staff are required to perform other office work as necessary from time to time.

Computing Information and Referral:
Service Desk staff provide general information about computing services at our client's site. This includes information about access to services provided by IT and other client departments. Service Desk staff must be familiar with and abide by company policies associated with responsible use of information technologies.
Service Desk staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Desk, and make accurate referrals to other service providers as needed.


Problem Resolution:
Service Desk staff work directly with customers to resolve their problems accessing our client's networked services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers are able to access their required services or applications.
Staff members work in teams that specialize in Windows computing.

MINIMUM REQUIREMENTS OR QUALIFICATIONS

High School Diploma or equivalent Information Technology training or degree in related field and/or 1 year IT work experience.
Past work experience in a high-traffic customer service setting.
Excellent verbal and written communication skills.
Knowledge of commonly used concepts, practices, and procedures for end user technical support.
Strong customer service experience.
Excellent phone etiquette.
Strong problem solving and research skills.
Experience using Microsoft application and cloud services.
Functional knowledge of Windows computing.