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Form of workJob Description
Title: Help Desk Tier 1
Duration: 1+ year Contract
Rate: $17.00 – $19.00/hr
***Able to work 3 days on site
Must be able to work in the following locations: Southwest, Southeast, Northeast, Northwest, Central, West central and South Florida.
Summary:
Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support.
Experience:
· 1 to 2 years of Customer Call Center work experience.
· 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.
Primary Job Duties/ Tasks:
· Provide support for customers remotely with password or access issues.
· Documents work performed and resolution(s).
· Identify, analyze, and resolve problems and issues using troubleshooting tools and techniques as well as teamwork.
· Support customers in ISA Utility with role assignment, account activation, and password reset.
· Maintain up to date customer and technician information in ITSM ticketing system.
· Manage incoming requests from customers and generate tickets in ITSM ticketing system for resolution or escalation to additional IT teams.
· Work with the team to maintain the central hub of communications for the agency.
Knowledge, Skills, and Abilities:
· General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.
· General knowledge of computer software and hardware relative to personal computers, local area network/wide area network environments.
· Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware.
· Ability to communicate effectively both verbally and in writing.
· Ability to read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards.
