Helpdesk - Tier 2
Company: Kforce Technology
Location: Saint Petersburg
Posted on: January 12, 2021
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Job Description:
RESPONSIBILITIES:Kforce has a client seeking a Helpdesk - Tier 2
in Saint Petersburg, FL. Responsibilities: * Provide Tier 2
troubleshooting support to clients; This will primarily include
troubleshooting 'break fix' type incidents (i.e. windows operating
systems rather than the basic Microsoft program issues, hardware
configuration, browser related issues, etc.)* 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 code* Utilizes required
activity codes to provide awareness of non-phone related
activitiesJob Requirements:REQUIREMENTS:* At least 3-5 years of
service desk/call center experience* Recent experience
troubleshooting 'break fix' incidents * Experience in a Tier 2
level or an 'advanced' Tier 1 level support role *
Experience/ability to troubleshoot problems involving Windows
Operating Systems, Hardware Configuration, Browser related issues,
etc. * Clear and professional communication skills * Basic
technical knowledge of the following: Installing, troubleshooting
and maintaining computer hardware and software* Basic technical
knowledge of the following: operating systems (OS), mobile devices,
networking, business applications and security products* Available
to work non-standard shifts including nights, weekends and some
holidays * Strong analytical and problem solving skills*
Maintaining a professional demeanor at all times as they will be
handling calls from various levels of employeesKforce is an Equal
Opportunity/Affirmative Action Employer. All qualified applicants
will receive consideration for employment without regard to race,
color, religion, sex, pregnancy, sexual orientation, gender
identity, national origin, age, protected veteran status, or
disability status.
Keywords: Kforce Technology, St. Petersburg , Helpdesk - Tier 2, Other , Saint Petersburg, Florida
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