Help Desk Support Specialist - Tier 1

Job Summary:

Titan Technologies is seeking a Help Desk Support Specialist - Tier 1 able to work daytime shifts during normal business hours (Monday – Friday 6am-5pm CT) – must have flexibility to work any assigned shift during this timeframe.  In this role you will be providing technical support for teachers, students and administrators who are experiencing PC/laptop and network issues within the Okaloosa County School District.

Duties & Responsibilities:

Successful candidates will provide customer service and technical Help Desk support to the end-user community on hardware, software, and general questions and/or issues.  Under general supervision, candidates will interface with multiple levels of users to identify customer needs, clarify information, research, and provide solutions and/or alternatives to customer issues.

Duties include but are not limited to:

• Receiving client queries regarding system problems or general inquiries by phone, e-mail or via web-enabled access.
• Logging incidents and service requests into the ticket-tracking system.
• Collecting information regarding the incident or service request and documenting details of the issue/question and troubleshooting steps performed into the ticket-tracking system.
• Providing troubleshooting and resolution via phone, e-mail or remote connectivity tools (when applicable) for software, hardware, network/communications issues, and customer specific applications.
• Responding to inquiries, providing excellent customer service, and providing general information via phone or e-mail regarding customer specific systems and criteria.
• Resolving incidents or service requests immediately or by escalating it to the appropriate technical support staff or service group when necessary.
• Tracking the incident or service request activity to maximize timely completion.
• Meeting and maintaining internal performance targets and customer service level targets as identified by customer agreements and/or Help Desk management.
• Performing routine tasks and new assignments as assigned by the Contract Team Lead, Help Desk Supervisor, Help Desk Manager or Program Manager.

Qualifications and Experience

Required:

• 1+ years of technical support or a combination of education, technical certification, and work experience.

• Must be willing and able to work any assigned shifts Monday-Friday during the hours of 6am-5pm CT.
• Must reside within a reasonable commute distance to the Destin, FL office location.
• Should possess basic technical knowledge related to PCs and their use.
• Have proficient experience using Windows 8, 10 & 11 OS and Microsoft Office products.
• Must have excellent verbal and written communication skills.
• Outstanding customer service skills.
• Possess a High School Diploma or GED.
• Ability to pass Level 2 Background Check, pre-employment background check, and drug-screening.

Preferred:

• Ability to type 45 WMP
• Apple (Mac) experience is a plus