Helpdesk - Tier 2
Company: Kforce Technology
Location: Pinellas Park
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 activities
Job 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 employees Kforce
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, Pinellas Park , Helpdesk - Tier 2, Other , Pinellas Park, Florida
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