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The Service Desk Technician is responsible to identify, troubleshoot, research and resolve technical problems while proactively communicating status to users until resolution is reached. Respond to telephone, email and online requests for technical support; documents, tracks, and monitors the problem using applicable systems and tools and will coordinate with other teams or departments to resolve user problems. Complex issues will be escalated to the appropriate team with full descriptions of problems and actions taken to-date enabling more expedient resolutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide expert level troubleshooting and problem resolution for calling in, Chat, Self-service or emailing problems to the IT Client Support Service Desk
• Use best practices in the delivery of technical support such as: first call resolution, escalation, and support metrics tracking and reporting
• Communicate basic, routine, and advanced technical information clearly and concisely both verbal and written
• Communicates the resolution of tickets to teams with a high degree of ownership to ensure the service/project issue was resolved
• Maintains up-to-date and accurate ticket status and documentation.
• Escalates member issues to other SCI department’s teams, when appropriate, and clearly communicates steps taken, future steps and needs in ticket to ensure a smooth transition between departments.
• Ensure that all work performed is documented in HEAT; this must be done in a timely, accurate and detailed manner
• Manage client relationship and expectations during escalated issue process
• Identify opportunities to offer additional services to improve client service
• Part of daily and rotating on-call schedules to provide technical assistance during published hours

MINIMUM REQUIREMENTS

Education

• Two year degree or technical program certificate

Experience

• Five (5) years’ experience in technical and operational support for customers in the use of computer hardware and applications via telephone

Knowledge, Skills and Abilities

• Strong customer service skills required; able to problem-solve and diagnose complex tasks.
• Working knowledge of Microsoft Windows operating systems.
• Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
• Excellent verbal and written communication skills.
• Demonstrated technical aptitude.
• Must be detail oriented.
• Excellent interpersonal skills and comfortable working with people at all levels of the organization.
• Well organized, with the ability to handle multiple tasks simultaneously.
• Must be able to learn new hardware and application technology quickly.
• Must be able to work independently, with minimum direct supervision.
• Must be able to work within the defined procedures and within the schedule provided.

Postal Code: 33317

Category (Portal Searching): Information Technology

Job Location: US-FL - Plantation

Job Profile ID: N00027