Help Desk Technician

Job Title : Help Desk Technician

Location : Tallahassee FL USA

Job Description:

SERVICES PROVIDED BY THE CONTRACTOR

• IT Staff Augmentation services to increase the efficiency of the Department’s technical Help Desk.
• Use of the Department’s ticket management system to include detailed documentation of all required fields for each ticket assigned.
• Installing, configuring, and maintaining computer systems, networks, and servers.
• Responding to technical support request from end-users, telephonically and via ticket management system.
• Providing technical support for software and hardware issues.
• Collaborating with IT staff to identify and resolve technical problems.
• Documenting systems and processes.
• Performing software upgrades and patches.
• Knowledge and operation of IT management applications and software such as Active Directory (On-Premise and Azure Cloud), SCCM, Cortex, Solar Winds, PDQ, O365, and Microsoft Exchange.
• Learn and provide user level and Tier 1 support for document and workflow management software and applications such as Versa Regulation, Versa Online, Word Press, CCRM, and OnBase.

Strong customer service skills are vital for these positions. Duties shall include, but may not be limited to:

• Configures and installs software for IT users’ desktops and laptops;
• Installation and rollout of new software packages;
• Upgrades and new desktop hardware;
• Maintains desktop software and hardware;
• Supports mobile workforce;
• Provides Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems;
• Troubleshoots problems using scripts and checklists as guides;
• Escalates to Tier 3 support when necessary;
• Documents problems and resolutions;
• May perform end-user training; and
• Participates in the testing and evaluation of new desktop packages and implements prototypes.