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Help Desk Specialist

Boca Raton, Florida
Job ID: 3300

Help Desk Specialist

We are looking for an IT Help Desk Specialist to provide User Support. Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people.

The right candidate will be highly proficient with MAC & Windows.

Duties:

  • Act as the liaison between our company and the client
  • Properly escalate unresolved queries to the next level of support
  • Handle Tier 1 & 2 help desk escalations mainly through ticket system
  • Follow up with customers, and see all tickets through to timely resolution
  • Utilize excellent customer service skills
  • Ensure proper recording and closure of all tickets
  • Create accounts and configure hardware as part of on-boarding process as needed
  • Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
  • Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions as appropriate
  • Does basic installs, configurations and maintains personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment.
  • Assist with network security, including maintaining firewalls, basic configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users.

Requirements: 

  • Highly skilled in supporting Mac and Windows platforms
  • At least 4 years help desk experience & proven work experience in providing help desk support required
  • Proficiency in English, written and verbal
  • Great troubleshooting and multi-tasking skills
  • Great Customer service orientation
  • High School diploma required. AS degree in Information Technology, Computer Science or higher desired, but not required.
  • Ability to communicate basic technical information to nontechnical personnel.
  • Ability to do basic installs, configurations and maintain personal computers, networks and related hardware and software
  • Knowledge of computer and/or network security systems, applications, procedures and techniques
  • Ability to identify and resolve computer system malfunctions and operations problems.
  • Skill in establishing priorities
  • Excellent verbal and written communication skills
  • Ability to learn and support new systems and applications.

Qualifications: 

  • Mac and Windows OS 
  • MS Office, Adobe
  • Active Directory maintenance, and Exchange File Server
  • Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
  • Office365 Administration
  • Client PC connectivity – Ethernet, TCP/IP and VPN, Basic network (Wi-Fi/wired network) troubleshooting
  • General User Support
  • Customer Service 
  • General Security knowledge