Job: IT Help Desk Representative

Location: Orlando, FL

Description

This role will be responsible for receiving, prioritizing, documenting, and actively monitoring end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities: 

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Build rapport and elicit problem details from help desk customers
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Perform post-resolution follow-ups to help requests
• Perform hands-on fixes at the desktop level
• Develop help sheets and frequently asked questions lists for end users
• Perform post-resolution follow-ups to help requests
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

JOB REQUIREMENTS

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IT Help Desk Representative

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Qualifications

• College degree preferably or equivalent experience
• Knowledge of basic computer hardware
• Experience with desktops
• Strong documentation skills
• Must be flexible and work well under pressure and stressful situations
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously and multi task as necessary.
• Great organization skills, detail oriented and self starter.
• Ability to work with people from all levels of discipline.
• Open to new learnings and quickly adapts to change.

JOB SNAPSHOT

Employment TypeFull-Time

Job TypeRetail

EducationNot Specified

ExperienceNot Specified

Manages OthersNot Specified

IndustryEntertainment, Recreation, Other

Required TravelNot Specified

Job ID1789

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