Help Desk

Employment Type

: Full-Time


: Information Technology

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RESPONSIBILITIES Kforce has a client in search of a Help Desk in Maitland, FL. Summary As IT Service Desk Analyst I, you are delegated the administrative authority, responsibility, and accountability necessary for carrying out your assigned duties. You will be responsible for ensuring consistent hands-on and remote support of user support issues in all company locations. The candidate will be responsible for serving as initial point of contact for all IT issues from all end users and customers of IT. This position is a non-supervisory function. You may be asked by your supervisor to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time, for any reason. Key Tasks Serve as initial contact for all Technical Support issues Opens all tickets and provides documentation with detailed notes during active calls Responsible for daily monitoring and follow up of all open tickets and customer related issues Completes customer call-backs and closes tickets to ensure highest levels of customer satisfaction is achieved Responsible for working with Level 2 Service Desk staff and other IT teams for ticket escalation as appropriate to ensure SLAs are met and end user support is provided in a timely manner Resolve all Level 1 support issues and ensure detailed resolution notes are included in the ticket REQUIREMENTS High School diploma or equivalent 1 industry recognized IT certification (A+, MCPMCITP, etc.), or equivalent combination of formal education and work experience Minimum of 1 year working in a technical support role, or equivalent experience or internship Strong technical troubleshooting experience Strong experience communicating technical information to both technical and non-technical personnel Practical experience with current Service Desk tools and ticketingissue tracking ITSM systems Functional experience with current MS Office applications, (e.g. Word, Excel, Outlook, etc.) Practical experience with remote connection and support tools, (e.g. GoToAssist, SCCM, DameWare, RDC, etc.) Participate in Technical Support projects as assigned Assist team lead(s) in providing departmental orientation for new hires as requested Ensure that all support service levels for resolution are met Liaise with, and provide training and support to end users and staff on equipment operation and other technical issues for hardware, software, and networks Kforce is an Equal OpportunityAffirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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