Tier 1 Help Desk Specialist
Randstad Technologies is seeking a Level I Help desk associate for an internal opening located in Ft. Lauderdale, GL. This is a critical role supporting the all users remotely across North America.
If you're interested in a stable environment that will give you access to modern technologies (Google Apps for business, latest hardware/equipment, mobile devices, etc.) and will treat you like a part of this great family please apply online or drop me a line at Jordan.Smith@randstadusa.com.
I'm looking for people immediately and love the chance to discuss this great company with you!
In this customer service oriented role, the successful candidate will be responsible for providing first level technical phone support for internal customers. The IT Support Services technician will work amongst a highly skilled team providing service to an office network of 300+ locations (2200+ employees).
Basic Help Desk Functions (Password resets, map drives, printer troubleshooting and installation, how to questions); Respond to inbound calls, voicemails, and online tickets.; Utilize Help Desk logging software by documenting each ticket with accuracy and consistency.; Track, monitor and follow up on incidents and tasks by reviewing the open incident report daily to ensure SLAs, OLAs and the follow up schedule are met.; Maintain compliance with all IT General Controls, Policies and Procedures.; Modify configurations, utilities, software default settings, etc. for the local workstation; Install approved software applications; Utilize Support Tools (Remote tools, Diagnostic tools, and Support database); Troubleshoot/Support company approved hardware (Computers, peripherals); Working knowledge of mobile devices for email and security configuration (primarily Android and IOS based); Familiar with Google products (Apps, Gmail) and Microsoft Windows and Office Suite; Maintain high quality of service while remaining within call time guidelines; Walk users through problem solving steps; Create, modify and disable various accounts (Randstad Works, Infocenter, Peoplenet); Escalate issues as necessary within team or other IT teams as needed; Other duties as assigned (special projects)
Education & Qualifications (Required and Preferred):
High school diploma/GED
Minimum 1-2 years Help Desk/Technical Support experience (Preferred but not required)
Experience with Frontrange HEAT (ticketing system) (Preferred but not required)
Excellent customer service skills, including verbal and written communication skills
Troubleshooting and problem solving skills, including supporting many web-based applications
Ability to actively listen and work in a team environment