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Helpdesk - Tier 2

Company: Kforce Technology
Location: Pinellas Park
Posted on: January 12, 2021

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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