It Specialist
Position:
This position will provide hands-on and remote support to users by isolating, troubleshooting, and diagnosing customer issues. Applicants should be confident and comfortable when assisting users. Excellent verbal and written communication skills are demanded as well as the ability to exhibit a high level of comfort while interacting directly with technical and non-technical customers.
Duties:
First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or ticketing system.
Issue Triage and Resolution: Diagnose and troubleshoot technical issues reported by users. This can include problems related to software, hardware, network connectivity, and user accounts.
Documentation: Document all reported incidents and their resolutions accurately in a ticketing system. This documentation is crucial for tracking issues, analyzing trends, and creating knowledge base articles for future reference.
Basic Technical Support: Provide guidance and assistance to users on basic technical tasks such as password resets, account unlocks, software installations, and printer configurations.
User Training and Education: Educate users on how to use various software applications and IT systems effectively. This may involve providing training materials, conducting small group training sessions, or creating instructional videos.
Escalation Management: Escalate unresolved issues to Tier 2 or Tier 3 support teams according to established procedures. Provide detailed information about the issue and steps taken for troubleshooting to facilitate a smooth escalation process.
Remote Support: Utilize remote desktop tools to assist users with technical issues on their computers. This allows for efficient troubleshooting without the need for physical presence.
Hardware and Software Inventory Management: Maintain accurate records of hardware and software inventory. This includes tracking equipment assignments, software licenses, and ensuring compliance with organizational policies.
Customer Service: Deliver excellent customer service by being courteous, patient, and empathetic towards users, regardless of their technical expertise. Strive to ensure a positive user experience throughout the support interaction.
Proactive Maintenance: Identify potential issues before they escalate by monitoring systems for abnormalities, conducting routine maintenance tasks, and applying software patches and updates as needed.
Adherence to SLAs: Adhere to service level agreements (SLAs) by responding to and resolving tickets within the specified timeframe. Communicate proactively with users if there are any delays in resolution.
Continuous Improvement: Seek opportunities for process improvement and efficiency gains within the helpdesk environment. Provide feedback on common issues and suggest improvements to knowledge base articles or training materials.
Onsite Assistance: Respond to requests for onsite support when issues cannot be resolved remotely or require physical inspection or intervention.
Hardware Troubleshooting: Diagnose hardware issues such as malfunctioning computers, printers, scanners, and other peripherals. This may involve disassembling and reassembling hardware components or coordinating with hardware vendors for repairs or replacements.
Software Installation and Configuration: Assist with the installation, configuration, and troubleshooting of software applications on users' computers. This can include operating system upgrades, software patches, and driver installations.
Peripheral Setup: Set up and configure peripherals such as printers, scanners, and external drives for users. Troubleshoot connectivity issues and ensure proper integration with users' systems.
Network Connectivity: Troubleshoot network connectivity issues by checking cables, switches, and routers. Assist users in connecting to wired or wireless networks and troubleshooting internet connectivity problems.
User Training: Provide hands-on training to users on how to perform basic tasks such as connecting to Wi-Fi networks, setting up email accounts, and using peripheral devices.
Equipment Deployment: Assist with the deployment of new hardware and software assets to users' workstations. This may involve unpacking equipment, connecting cables, and configuring settings according to organizational standards.
Physical Security: Ensure the physical security of IT assets by implementing measures such as cable management, equipment labeling, and adherence to access control policies.
Equipment Maintenance: Perform basic maintenance tasks on IT equipment, such as cleaning keyboards, monitors, and other peripherals to ensure proper functionality and longevity.
Health and Safety Compliance: Adhere to health and safety guidelines when providing onsite support, especially when handling equipment that may pose risks such as electrical hazards or ergonomic issues.
*Additional Important Information:
Please note that this position as a condition of employment requires:
A strong background check with state and federal regulations.
A valid, active driver’s license
A reliable form of transportation
Coral Springs is our headquarters and in-person interview location. We have several locations for which we provide hands-on services and you will be assigned to various sites as needed. Sites may be in Miami-Dade, Broward, or West Palm Beach. Schedule and Site assignments are published weekly.
Job Type: Full-time
Pay: $15.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Education:
- High school or equivalent (Preferred)
Experience:
- Help desk: 2 years (Preferred)
- Windows: 2 years (Preferred)
Security clearance:
Ability to Commute:
- Coral Springs, FL 33065 (Required)
Ability to Relocate:
- Coral Springs, FL 33065: Relocate before starting work (Required)
Work Location: In person
