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Service Desk Specialist - Orlando, United States - Kavaliro
Description
Representative Duties
Answer telephone calls, e-mail inquiries, and visiting customers experiencing technical problems
Install, configure, deploy, maintain, and ensure the effective operation, within County standards, of all end-user hardware, software, and mobile devices. Some of these devices are:
o Hardware: desktop PCs, tablets, peripherals equipment, printers, air cards, clocks, etc.
o Software: Windows OS, Microsoft Office, applications, VPN, Netmotion
Monitor, respond to trouble calls, and provide end-user training in use of equipment and software
Analyze, troubleshoot, prioritize, communicate, and resolve incidents expeditiously both remotely and/or on-site
Utilize excellent customer service skills and exceed customers expectations
Exhibit proficiency in Windows based applications such as IE, Chrome, Java, Adobe, etc.
Apply excellent written and verbal communication skills to convey technical and non-technical terms
Ability to document technical procedures/solutions to update Support Center documentation
Interact and coordinate resolution of problems with internal/external IT groups and/or vendors
Knowledge of MS Exchange, Active Directory, and Network protocols
Shift work; may be required to work a flexible schedule, including nights, weekends, and holidays
Responsible for traveling to remote sites. Afterhours (on-call) weekly rotation
Valid driver license and ability to lift up to 50 lbs.
Ability to self-develop relevant job-related skill(s) for current role
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Minimum Qualifications
1. Associates degree from an accredited institution in Information Technology or closely related field
This may be substituted for two-years of recent direct job experience in a medium to large scale enterprise IT support environment
2. One-year of fieldwork IT technical experience in an enterprise support center environment
3. Valid driver license and reliable transportation
4. Must have a clear and easily understood speaking voice
5. A+ Certified
This may be substituted for the following certificates:
o Cisco IT Essentials
o Microsoft Certified Solutions Associate (MCSA)
o ETA Computer Service Technician (CST)