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Helpdesk Associate in Saint Petersburg, FL at Revolution Technologies

Date Posted: 8/28/2018

Job Snapshot

Job Description

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



Competencies:


  • Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message

  • Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.

  • Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently

  • Applied Learning: Assimilating and applying new job-related information in a timely manner

  • Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty Initiating

  • Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive