Help Desk Support, Sr. responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support, Sr. uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support, Sr. advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
The Support Technician provides remote and onsite support to clients. Responsible for customer service in a variety of technology scenarios. This position will often take the lead in initial help desk ticket response and follow through with client communications. The majority of work is done remotely from client site at company location using software tools. Periodic assignments will require travel to client site to deliver services.
100% onsite company location
Responsibilities
· Monitor and technical support for client networks to include servers, routers, firewalls
· Support software solutions including Microsoft desktop and cloud product lines
· Open, review, resolve manage and close support tickets
· Provide services via onsite appts. Or remote access
· Train end users on every dad use of computers, services, network resources
Required Education/Experience
· Experience with Microsoft desktop operating systems in domain environments A MUST
· Understand Microsoft Active Directory
· Knowledge Office 2016 or later required
· Proficient PC and Network related trouble shooting skills
· Ability to research solutions to various issues on web sites using other technical resources
· Basic understanding IP Networks
· Microsoft, A , Network certifications preferred
· Minimum 2 years IT help desk experience required
Qualifications
· Ability to make decisions and establish priorities
· Excellent client engagement both oral and written
· Critical thinker and problem solver
· Strong character and integrity
· Flexibility with work assignments
· Have reliable transportation and car insurance
· Ability to stay calm under pressure and stressful situations
Benefits
· Simple IRA with Company match
· Bonus and Incentive opportunities
· Health Benefits
· Paid Time Off Available
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
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