Entry Level Helpdesk Specialist in Orlando (Spanish/English)
Patriot, LLC, Orlando, Florida, us, 32885
Overview
U.S. Citizenship is required and will be verified. You MUST be a current Florida resident residing within one hour of 32803. The Service Desk Analyst I serves as the first point of contact for our Company and our customers’ day to day IT related requests in a 24/7/365 call center environment. This position could support one or both of the client’s TSD (Technical Service Desk) tier 1 or ASD (Account Service Desk for Automated Commercial Environment (ACE) application) tier 2 environments providing Analyst I level support. Location: This position will be based at the customer site in Orlando, FL. Responsibilities
Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware Respond to email messages, web inquiries, and/or phone calls for customers seeking help Log all requests into the Government tracking system (Remedy) Add new users to the network, specify their directory structures and system access, perform password resets, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues, and maintain LAN and internet connections Troubleshoot hardware and software problems, assist users with desktop applications, and provide user training Utilize support applications to track user requests from ticket generation to resolution Escalate problems to other network or system support personnel when not easily identified or corrected in a timely manner Provide first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems Follow up with customers to ensure issue has been resolved Gain feedback from customers about computer usage Run reports to determine malfunctions that continue to occur Knowledge and skills
Strong customer service focus Excellent listening skills Working knowledge of basic hardware and software systems Working knowledge of Microsoft products such as Outlook, Word, Excel, etc. Basic remote troubleshooting skills and the use of remote troubleshooting applications Detail oriented and well organized Ability to multitask Self-motivated Multilingual (Spanish, English) a plus Education and work experience
High School Diploma or equivalent Certificate in Computer or IT related area of study or equivalent preferred One to two years industry experience, support center or helpdesk preferred MCSA (Microsoft Certified Systems Administrator) preferred A+ Certification preferred Clearance
Clearance Requirement: Must pass a DHS/CBP background investigation. Company and compliance
Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class. Patriot, LLC is committed to a drug-free workplace and conducts pre-employment, reasonable cause, random, and contract-mandated testing in accordance with federal and state law.
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U.S. Citizenship is required and will be verified. You MUST be a current Florida resident residing within one hour of 32803. The Service Desk Analyst I serves as the first point of contact for our Company and our customers’ day to day IT related requests in a 24/7/365 call center environment. This position could support one or both of the client’s TSD (Technical Service Desk) tier 1 or ASD (Account Service Desk for Automated Commercial Environment (ACE) application) tier 2 environments providing Analyst I level support. Location: This position will be based at the customer site in Orlando, FL. Responsibilities
Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware Respond to email messages, web inquiries, and/or phone calls for customers seeking help Log all requests into the Government tracking system (Remedy) Add new users to the network, specify their directory structures and system access, perform password resets, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues, and maintain LAN and internet connections Troubleshoot hardware and software problems, assist users with desktop applications, and provide user training Utilize support applications to track user requests from ticket generation to resolution Escalate problems to other network or system support personnel when not easily identified or corrected in a timely manner Provide first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems Follow up with customers to ensure issue has been resolved Gain feedback from customers about computer usage Run reports to determine malfunctions that continue to occur Knowledge and skills
Strong customer service focus Excellent listening skills Working knowledge of basic hardware and software systems Working knowledge of Microsoft products such as Outlook, Word, Excel, etc. Basic remote troubleshooting skills and the use of remote troubleshooting applications Detail oriented and well organized Ability to multitask Self-motivated Multilingual (Spanish, English) a plus Education and work experience
High School Diploma or equivalent Certificate in Computer or IT related area of study or equivalent preferred One to two years industry experience, support center or helpdesk preferred MCSA (Microsoft Certified Systems Administrator) preferred A+ Certification preferred Clearance
Clearance Requirement: Must pass a DHS/CBP background investigation. Company and compliance
Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class. Patriot, LLC is committed to a drug-free workplace and conducts pre-employment, reasonable cause, random, and contract-mandated testing in accordance with federal and state law.
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