IT Support Technician - West Palm Beach, United States - StevenDouglas
Description
100% ONSITE IN WEST PALM BEACH, FL.
Fast-pace and rewarding working environment. We are looking for a competent first level Help Desk Specialist to provide fast and efficient technical assistance to our agencies users. They will answer queries on basic technical issues and offer advice to solve them. This is a fast pace call center; attention to detail and the ability to multi-task is a must.
An excellent Help Desk Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the agencies reputation. This is an open-ended contract position listed as 6-12 months+ but in reality should last well into next year......possible chance of perm conversion after 2 years.
Responsibilities
Provide first level assistance to clients
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
May be asked to run data reports from our AS400/UNIX environment
Requirements
Minimum of 2 years experience working an enterprise Help Desk\Call Center environment. Help Desk experience in a medium-large Microsoft Windows environment users)
Proven experience as a help desk specialist or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Willingness to learn
Excellent communication and documentation skills
Customer-oriented and cool-tempered
Schedule flexibility
Must be able to multi-task
Environment
Tools
CISCO UCCX/Jabber/Finesse Phone system
Desktop Remote Console: IVANTI Remote
IVANTI End-Point Management
Office 2016 Suite to include Outlook and Teams
Agency collaboration: Zoom
Team and Work Hours
9 Full time Specialists (4 on Day and 2 on Afternoon and 1 on Mids)
40 Hour (In-Office) work week
24 \ 7 Shift Work
Four Shifts
o Day 7:30AM 4:30PM
o Afternoon 3:30PM 12-30AM
o Mid 11:30PM- 07:30AM
o Swing Shift 11:00AM 9:00PM
OT Available
Statistics
80% Phones- Specialist should expect to accept 50-60 calls a day
5% Walkup- 5-10 Walkups a day
5% Email
10% Console (IVANTI Service Manager)
Remote Console Used: IVANTI Remote
4500 Desktops and Mobiles
5000 Civilian, Sworn and volunteers
calls a month (Expect to receive 25-30 individually)
Tickets created a month
(On a daily basis, the Help Desk specialist will generate anywhere from 50-60 Tickets a day (FCR and Escalation)
FCR = 85%