Job description
Jacksonville, FL 32257
The Helpdesk Technician provides direct computer support to the end users to ensure the efficiency and quality of business operations. This includes monitoring the helpdesk line, tracking requests, resolving level one support issues and escalating problems appropriately.
Responsibilities:
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Monitors incoming support requests from end users via telephone, web and e- mail in a courteous manner.
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Documents all pertinent information thoroughly on each support request to ensure a timely and appropriate response.
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Builds rapport and elicits problem details from helpdesk customers. Prioritizes and schedules support requests.
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Escalates support requests appropriately.
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Documents the problem-solving process for each support request, including all successful and unsuccessful decisions made, as well as the actions taken to the final resolution.
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Applies diagnostic utilities to aid in troubleshooting.
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Utilizes technical resources appropriately to aid in problem resolution, including accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet.
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Identifies and learns the software and hardware used and supported by the organization. Identifies support trends and suggest proactive measures for prevention to Systems Support Manager.
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Develops help documents and frequently-asked question lists for end users.
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Interacts clearly with vendors to provide support for systems.
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Provides training to employees regarding system usage.
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Participates in after-hours support rotation as needed.
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Completes tasks assigned by departmental management.
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Occasional travel to outer offices.
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Other duties as assigned.
Qualifications:
Any combination of education and experience that would provide required skills and knowledge for successful performance would be qualifying.
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Associates Degree in a computer related field.
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Equivalent work experience considered in lieu of certification or degree.
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Minimum one year experience in a helpdesk or technology-oriented support environment.
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CompTIA A+ Certification to be completed no later than end of 90 day probation period
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