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IT Service Desk Specialist
Jacksonville, FL
Job Description
Title: IT Service Desk Specialist
Location: Remote
Duration: 6 + Months
Description:
Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. The Technology Specialist has the experience and knowledge to resolve most complex problems.
Essential functions:
Must Have:
Requirements:
Required Experience:
Preferred Education:
Required Education:
SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
Location: Remote
Duration: 6 + Months
- For local (Jacksonville FL) it is preferred they are onsite through the training which is approximately 3-4 weeks.
- Hours for training is 7:30am-4:00pm EST.
- Once training is completed, can request alternative work hours with manager (between 7:00am-6:00pm EST)
Description:
Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. The Technology Specialist has the experience and knowledge to resolve most complex problems.
Essential functions:
- Assist customers via phone, instant messaging and ticket support.
- Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware.
- Analyze, document, and resolve issues and requests.
- Refer more complex issues and requests to more senior Technology Specialists
- Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service.
- Utilizes scripts and available tools when assisting customers.
- Provide input to and modifies department documentation.
Must Have:
- Candidates must have previous Helpdesk/Service Desk (phone/email/chat) experience in an enterprise environment, utilizing a ticketing system.
- Client's Service Desk currently supports 12k+ users within various Client subsidiaries; working approximately 30-35 tickets per day via SMIT Remedy ticketing system.
- Excellent communication and Customer Service is a MUST as these resources will be providing technical support to C-Level users to non-technical users.
Requirements:
- Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
- Basic understanding of the following:
- Mainframe Operating Systems.
- Linux/Unix Operating Systems.
- Telephony Support Applications (Cisco Call Manager, etc.)
- Remote Connectivity Applications (Citrix, etc.)
- Faxination Solutions
- Microsoft Sharepoint
- Video Conferencing solutions and software (Picturetel, etc.)
- Ability to manage tasks independently and take ownership of responsibilities
- Ability to learn from mistakes and apply constructive feedback to improve performance
- Ability to communicate technical information clearly and articulately
- Ability to adapt to a rapidly changing environment
- High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
- Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
- Technical Help Desk or Call Center experience.
- Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
- Ability to manage tasks independently and take ownership of responsibilities
- Ability to learn from mistakes and apply constructive feedback to improve performance
- Ability to communicate technical information clearly and articulately
- Ability to adapt to a rapidly changing environment
- Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
Required Experience:
- 1+ years of relevant work experience
Preferred Education:
- Bachelor's degree in a related field
Required Education:
- High school diploma or GED
SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
1+ years
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