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Senior Help Desk Support Specialist

  • Profession:

    Information Technology
  • Specialty:

    Desktop Support
    • City:

      Miramar
    • State:

      FL
  • Status:

    Open
  • Term:

    Contract to Hire
  • Job Id:

    51700

Description


Title: Senior Help Desk Support Specialist Location: Miramar, FL Duration: 6 months+ Compensation: $20.00 - $25.00 per hour Work Requirements: US Citizen, GC Holders or Authorized to Work in the US

Position Summary:
  • Shift: Mon-Fri 4pm-12am
  • The Senior Help Desk Support Specialist provides Tier 2 support for end users requesting technical support for IT-related problems. 
  • The Specialist typically receives support request tickets that have been escalated by Tier 1 Help Desk Support. 
  • These support requests are typically beyond the capabilities of a junior resource to successfully resolve. Requests may involve working with other resources and vendors to deliver effective support services. 
  • Specialist provides ongoing technical support and follow up with end users. Maintains accurate log and description of incident and resolution efforts in the tool of record. Handles special projects assigned by the IT Support Senior Manager. 
  • Provides backup support in all aspects to all Help Desk Support Specialists

Core responsibilities:
  • Strategy (10%):
  • Analyze and improve knowledge database to reduce call times and improve call outcomes
  • Analyze call tracking database to identify trouble patterns, and work with impacted applications and technical teams to document steps needed for improvement
  • Execution (80%):
  • Identify, troubleshoot, resolve, and document user system issues
  • Research and resolving difficult and complex problems that Tier 1 Help Desk Support Specialists are unable to resolve
  • Maintain customer satisfaction in every step of the service delivery
  • Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment
  • Configure user accounts in Active Directory
  • Ensure laptops and desktops are updated with the latest patches to guarantee secure and viable systems
  • Support remote users and VPN client connectivity
  • Follow the checklist for creation of all user accounts in Active Directory and dependent systems
  • Utilize remote monitoring and management software to resolve client requests
  • Assign ticket severity
  • Escalate tickets to a Help Desk Support Specialist III if the problem requires support from a more experienced resource
  • Ensure all Help Desk Service Level Agreements are met
  • Update service work notes
  • Provide assistance and basic support for Specialist III's as needed
  • Provide after-hours technical support on a rotational basis
  • Maintain ownership of service tickets throughout the lifespan of the support request
  • Collaborate with other support staff and vendor resources to resolve requests
  • Provide updates, status, and completion information to management
  • Building Capabilities (10%):
  • Stay up-to-date on the client's application landscape to always ensure the highest level of service and support to the organization
  • Document troubleshooting instructions
  • Mentor peers

Core Job Requirements:

  • Solid customer service skills
  • Ability to follow detailed instructions
  • Strong analytical skills
  • Ability to troubleshoot and help solve problems
  • Ability to successfully work in a team environment as well as independently
  • Ability to quickly learn new technologies as well as upgrades to existing systems
  • Technical knowledge and skills as required for the position to provide Tier 1 and Tier 2 support
  • 4 or more years of work experience supporting IT users in a large environment
  • 3 or more years of customer service experience with technical skills
  • Strong service administration skills with domain configuration and maintenance
  • Solid experience with Windows server components
  • Experience with Remote Management Software 
  • Capability to understand the client's application portfolio as well as how the different systems contribute to daily business operations

Our benefits package includes:

 

  • Comprehensive Medical Benefit 
  • Competitive Pay
  • 401K Retirement Plan
  • And Much More

 

 About TekPartners:

 

TekPartners is one of the fastest growing private staffing firms in the United States. We are a premier provider of highly qualified IT talent, Workforce Solutions and Business Intelligence Solutions to many enterprise organizations across the nation. As experts in the industry, our team continues to match proven talent to the right job opportunity every day.

 

TekPartners is an Equal Opportunity Employer.



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