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Infrastructure Technology Specialist
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Information Technology company
ContractContract to Permanent
Information Technology company
Jacksonville, FL ( Map it )
Jacksonville, FL
ContractContract to Permanent
  • Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps.
  • Responsible for safeguarding confidential information and documenting issues and resolutions.
  • Typically resolves basic problems while referring more complex problems to more senior Technology Specialists or Tier 2 and 3 support
  • Assist customers via phone, instant messaging and ticket support
  • Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware
  • Analyze, document, and resolve issues and requests
  • Refer more complex issues and requests to more senior Technology Specialists
  • Document and route level 2 and 3 issues/requests to appropriate teams.
  • Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service
  • Utilizes scripts and available tools when assisting customers
  • Provide input to and modifies department documentation
  • Responsible for safeguarding sensitive data and security credentials, including passwords, that they are exposed to while performing technical support
  • Assist with project, initiatives and implementations as assigned
  • Previous Service Desk\Help Desk experience and minimum of one year desktop/PC support experience
Skills
Skill Proficiency Years Experience Percent Used
Desktop Support
1 - 3100%
Technical Support
1 - 375%
Telephony
1 - 375%
Help Desk Management
1 - 350%
Printers
1 - 350%
Production Support
1 - 350%