Part-time:

Hours-Thursday & Friday, 1:30 pm to 12am

Saturday & Sunday 11:30 Pm to 10am

As a Service Desk Technician, reporting to the Project Manager or Team Leader, your primary responsibility will be to serve as the first tier of support with the client in order to troubleshoot and solve incidents, while providing above average customer service in order to maximize results on each support incident.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The primary duty of a Tier 1 technician is to take incoming calls, chats, and emails related to password resets, communication, application access, and frequently asked questions on various client applications. Each call and email should be documented in the call management application. Each ticket should contain the steps taken to resolve the issue. If the issue cannot be resolved on first call, it should be escalated to Tier 2. The technician is expected to research the knowledge base and resolve the problem with the end user. The technician should be able to resolve and close over 80% of the calls themselves without referring the issue to Tier 2 for assistance or resolution. The technician will also work on Tier 2 tickets by calling clients on open issues that have the resolution documented or do not need extensive research.

A technician may be assigned various administration tasks such as creating new users, setting up new clients, clearing and resolving bounced emails, training new Help Desk Technicians, coaching, quality reviewing Tier 1 tickets, supporting short term projects, testing, and routing complex issues to the correct help desk contacts.

KNOWLEDGE, AND ABILITIES:

• Excellent written and oral communication skills
• Excellent customer service orientation
• Ability to analyze problem situations and present appropriate solutions
• Excellent telephone manner and listening skills
• Superior analytical and troubleshooting skills
• Must work well independently, as well as within a team environment
• Ability to work in an ever-changing, fast-paced environment with extremely demanding deadlines
• Respond to Service Requests and Incident Reports for end-user computing
• Track and manage problem resolution and escalation management related to end-user computing

SKILLS REQUIRED FOR THE POSITION:

• Respond to Service Requests and Incident Reports for end-user computing
• Track and manage problem resolution and escalation management related to end-user computing
• Employees are responsible for familiarizing themselves with and complying with all our policies, procedures, and standards including those dealing with information security (ISMS). Specifically, employees are also responsible for reporting any Security violations to their site’s Security Coordinator or the Director of Information Security. ISMS training will be provided to new employees and periodically to all employees.

EDUCATION AND EXPERIENCE:

• Completion of degree or diploma course or currently enrolled in a technical school or job equivalent experience.
• Prior IT troubleshooting experience
• 1-2 years of prior experience

TRAVEL REQUIREMENTS:

• Up to 0% monthly depending on location and client.

LOCATION/WORKING ENVIRONMENT:

• This job works out of our Jacksonville facilities