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Help/Support Desk-MIA in Miami, FL at SNI Technology

Date Posted: 3/3/2020

Job Snapshot

Job Description


JOB SUMMARY
Acts as the first point of contact for the IT Support Center help desk. Provides customer service and technical assistance to the staff. Prioritizes, assigns, documents help desk incidents using a work order system. * Handles incoming help desk requests (walk-in, emails, chats, and phone calls), and provides technical and customer service support. Routes calls to the appropriate area and logs calls accordingly. * Creates, manages, and prioritizes daily work orders for the IT Support Team and communicates with team throughout the day. Provides first tier technical support, while keeping users abreast of status of service requests. * Provides recommendations on procedures for the unit to improve administrative, fiscal, and technological operations of the IT Support Center. * Maintains internal email distribution lists by making changes and/or additions as needed. Creates detailed documentation of incidents, comments, and resolution. * Provides support to the IT Support team. Serves as backup for the administrative support function. Works on IT help desk projects as needed.


MINIMUM QUALIFICATIONS
Bachelor's degree in related discipline with four (4) years of experience in a related field, or an equivalent combination of relevant education and/or experience. Any experience with Automation is a plus. Active Directory is necessary, Must have above average customer service experience. Tier I experience is required and some networking will be required.


DEPARTMENTAL REQUIREMENTS
Ability to work flexible shifts and adapt to changing work schedules.