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Help Desk Representative in Tampa, FL area at Revolution Technologies

Date Posted: 8/23/2018

Job Snapshot

Job Description

Help Desk Representative

6+ month contract

St. Petersburg/Tampa, FL area

Job Duties:

  • Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area

  • Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership

  • Utilizes knowledge management tools to help resolve client issues

  • Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements

  • Assists customers in performing basic software installations

  • Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems

  • Escalates trends and outages as needed to leadership and for Service News postings

  • Manages time in customer contact center setting and documents time via activity codes

  • Utilizes required activity codes to provide awareness of non-phone related activities

  • Will be accountable for carrying on-call phone and responding to calls on a rotating basis

Job Requirements

Required Experience and Skills:

  • At least 2 years of recent help desk troubleshooting experience

  • BS in Computer Science, MIS or related degree preferred

  • May work a non-standard shift including nights and/or weekends and/or have on-call responsibilities

Basic technical knowledge of the following preferred:

  • Installing, troubleshooting and maintaining computer hardware and software

  • Operating systems (OS)

  • Mobile devices

  • Networking

  • Business applications

  • Security products

  • Financial services applications a plus