Title: IT Service Desk Specialist Location:Remote Duration: 6 + Months
For local (Jacksonville FL) it is preferred they are onsite through the training which is approximately 3-4 weeks.
Hours for training is 7:30am-4:00pm EST.
Once training is completed, can request alternative work hours with manager (between 7:00am-6:00pm EST)
Description: Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. The Technology Specialist has the experience and knowledge to resolve most complex problems. Essential functions:
Assist customers via phone, instant messaging and ticket support.
Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware.
Analyze, document, and resolve issues and requests.
Refer more complex issues and requests to more senior Technology Specialists
Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service.
Utilizes scripts and available tools when assisting customers.
Provide input to and modifies department documentation.
Must Have:
Candidates must have previous Helpdesk/Service Desk (phone/email/chat) experience in an enterprise environment, utilizing a ticketing system.
Client’s Service Desk currently supports 12k+ users within various Client subsidiaries; working approximately 30-35 tickets per day via SMIT Remedy ticketing system.
Excellent communication and Customer Service is a MUST as these resources will be providing technical support to C-Level users to non-technical users.
Requirements:
Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
Basic understanding of the following:
Mainframe Operating Systems.
Linux/Unix Operating Systems.
Telephony Support Applications (Cisco Call Manager, etc.)
Remote Connectivity Applications (Citrix, etc.)
Faxination Solutions
Microsoft Sharepoint
Video Conferencing solutions and software (Picturetel, etc.)
Ability to manage tasks independently and take ownership of responsibilities
Ability to learn from mistakes and apply constructive feedback to improve performance
Ability to communicate technical information clearly and articulately
Ability to adapt to a rapidly changing environment
High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
Technical Help Desk or Call Center experience.
Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
Ability to manage tasks independently and take ownership of responsibilities
Ability to learn from mistakes and apply constructive feedback to improve performance
Ability to communicate technical information clearly and articulately
Ability to adapt to a rapidly changing environment
Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
Required Experience:
1+ years of relevant work experience
Preferred Education:
Bachelor's degree in a related field
Required Education:
High school diploma or GED
Position is offered by a no fee agency. Location : 4800 Deerwood Campus Parkway, Building 200, Jacksonville, Florida, United States, 32246 About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $18.00/hr.
