Entry Level Helpdesk Specialist in Orlando (Spanish/English)
Patriot LLC, Orlando, Florida, us, 32885
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.
Primary job functions include providing high level customer service to resolve all first level IT related issues, isolates problems, determine and implement solutions as well as diagnosis and dispatch to additional support staff. Qualified candidates must be self-motivated, organized, and have strong customer service skills. This position handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems and access to these systems.
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
Logs all request into the Government tracking system (Remedy)
Adds new users to the network and specifies their directory structures and system access, password resets, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues and maintains LAN and internet connections
Troubleshoots hardware and software problems, assists users with desktop applications and provides user training
Utilizes support applications to track user requests from trouble ticket generation to resolution
Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner
Provides 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 Requirement: Must pass a DHS/CBP background Investigation.
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.
To request accommodations for the application process please contact jobs@patriotllc.net or call 410-381-8015.
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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.
Primary job functions include providing high level customer service to resolve all first level IT related issues, isolates problems, determine and implement solutions as well as diagnosis and dispatch to additional support staff. Qualified candidates must be self-motivated, organized, and have strong customer service skills. This position handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems and access to these systems.
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
Logs all request into the Government tracking system (Remedy)
Adds new users to the network and specifies their directory structures and system access, password resets, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues and maintains LAN and internet connections
Troubleshoots hardware and software problems, assists users with desktop applications and provides user training
Utilizes support applications to track user requests from trouble ticket generation to resolution
Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner
Provides 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 Requirement: Must pass a DHS/CBP background Investigation.
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.
To request accommodations for the application process please contact jobs@patriotllc.net or call 410-381-8015.
#J-18808-Ljbffr