Help Desk Technician (Part-time)

Main Responsibilities

• Serves as the first point of contact for customers seeking technical assistance over the phone, email, Ticketing System.
• Performs technical assistance utilizing remote tools to troubleshoot problems associated with information technology (IT), including personal computers (PCs), peripherals, communications, networks, software, and external services.
• Completes technical job functions and answers technical questions.
• Logs support calls, obtaining essential information from clients to solve problems and guiding them through performing specific tasks.
• Follow-up and update customer status and information.
• Responsible for receiving hardware deliveries, updating tickets, transfer of equipment and inventory maintenance.
• Performs setup, coordinates deliveries, and provides support for mobile devices.
• Identify and suggest possible improvements to procedures.

Requirements

• Working towards a degree or certification in computer support, computer network or related field and one year work experience with computers, printers, communication systems (Teams, WebEx, etc.) and/or networks; or an equivalent combination of related training and experience.
• Demonstrates ability to troubleshoot simple desktop computing problems and provide communicate effective instructions over the phone required.
• Familiarity with O365 products.
• Written and oral communication skills, and interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language and absorb and retain information quickly.
• Valid Florida driver’s license required at time of application.
• May require after hours, weekend or emergency (natural disaster, major incident, etc.) support.
• Have or earn at least 1 of these 3 certifications below (or equivalent) within 60 days - MTA: Windows Operating System Fundamental, MD-101: Modern Desktop Administrator Associate, or CompTIA A+.