Help Desk

In this Help Desk role, you will provide first-level technical support to end users by phone and email, managing support tickets and working through computer, printer, software, and network issues. The position also supports Tier 1 request handling with escalation to Tier 2 and Tier 3 when needed.

Onsite Location and Schedule

Location: Tallahassee, FL (onsite)

Pay: USD 23 per hourly

Scheduled shifts: 7am-4pm Mon-Fri; 9am-6pm Mon-Fri; 3pm-12am Mon-Fri

Availability: Potential to work weekends and holidays

What You’ll Do

• Troubleshoot and resolve issues related to computer hardware, printers, software, and network connectivity.
• Use system analysis techniques to address technical problems across computer hardware, software, mobile devices, and telecommunication systems.
• Triages and addresses Tier 1 requests while building familiarity with the escalation process for Tier 2 and Tier 3.
• Test fixes to confirm issues are adequately resolved and complete post-resolution follow-ups.
• Maintain accurate documentation for end user identification (including name, department, and contact information) and ensure call resolution notes are entered appropriately.
• Configure, maintain, test, and document Help Desk applications and a knowledge base, and document and monitor incident and work requests per departmental procedures.
• Document and manage client requests using the Help Desk Ticketing system.
• Provide routine communication through system documentation and status reporting.
• Provide end user training as needed on supported Microsoft technologies or contract-specific applications.
• Follow and adhere to simple and complex instructions, including SOPs, and create and update procedural documentation.
• Answer, evaluate, and prioritize incoming requests.
• Work independently or collaboratively with Help Desk colleagues to solve problems.
• Complete other duties as assigned.

Required Qualifications

• Experience: 1-2 years providing IT support to end users
• Education: Associates in Information Technology preferred (not required)
• Understanding of networking services such as DNS and DHCP, including the ability to troubleshoot basic connectivity issues
• Experience with Active Directory administration, implementing and troubleshooting Group Policy, and AD topologies
• Experience with Office 365 administration and the Office product suite
• General knowledge of electronics, PC architecture, and operating systems
• Experience with current Windows OS
• Proven expertise in Remote Desktop Management, PC troubleshooting, configuration and maintenance, and printer troubleshooting
• Working knowledge of diagnostic utilities, including reviewing application error and system event logs using tools such as ping, traceroute, ipconfig, and PsExec
• Understanding of VoIP technologies, including administration and troubleshooting
• Must currently hold or be willing and able to obtain certifications within a designated timeframe after onboarding:
  • ITIL Foundation
  • CompTIA A+
  • CompTIA Net+
• Excellent written and verbal communication skills
• Resourceful and able to take initiative in a dynamic environment
• Ability to remain calm while handling technical emergency situations or tight deadlines

Core Competencies

• Problem Solving: Collaborates to resolve issues and presents solutions.
• Technical Skills: Uses current tools and technology, with strong ability to learn new technologies quickly.
• Innovation: Improves processes by generating practical ways to solve problems.
• Communication: Communicates clearly with teams and end users and maintains professionalism.
• Accountability: Follows through on commitments and completes tasks without reminders.
• Customer Service: Provides courteous support and takes personal responsibility for resolution.
• Stress Tolerance: Handles stressful situations effectively and remains calm during technical emergencies or tight deadlines.

Technologies Used

• DNS, DHCP
• Active Directory, Group Policy
• Office 365, Office product suite
• Remote Desktop
• Windows OS
• ping, traceroute, ipconfig, PsExec
• VoIP

Physical Demands and Work Conditions

• Ability to lift and/or move up to 30 lbs of equipment
• May be required to stand, walk, stoop, kneel, crouch, or crawl
• Ability to perform work in small spaces that may require bending and/or crawling to access cables
• Ability to sit and work at a computer desk using a mouse and viewing for potentially long periods; includes repetitive data entry and repetitive mental activity such as checking entries in a report