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Our client in Palm Beach Gardens is in need of a Level 2 Helpdesk Specialist. This role supports the company’s internal and external clients on a vast array of technical products and/or services. The Support Specialist will be responsible for troubleshooting and repairing technical products in an effort to resolve problems while using their technical expertise and the company’s diagnostic tools. Perform other duties as required.


* Provides friendly, courteous, and quality support to all users
* Respond to incoming telephone calls, voicemails, web-submissions, emails, chats, and face to face requests for assistance from users experiencing problems
* Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. client specific applications, printers, workstations, etc.) using the company’s call tracking system
* Route and escalate incidents & work orders to appropriate resources
* Research questions, technical issues, error messages, etc using available information resources
* Follow all IT Support and company related procedures
* Identify and escalate situations requiring urgent attention to management
* Stay current with fundamental operations of relevant software, hardware and other equipment
* Document clear and detailed resolution notes for all Incidents/Problems being closed
* Complete warranty repairs work as necessary
* Refer major hardware or software problems or defective products to vendors
* Suggests improvements to current processes to improve productivity
* Use asset database to manage the location of assets
* Respond to requests for technical assistance in person, ticket system, phone, and email
* Research questions using available information resources


* Knowledge and experience of customer service practices
* Technical aptitude with strong PC literacy skills
* Ability to learn and apply technical information in a fast-paced, demanding work environment
* Ability to handle a large call volume
* Able to read and understand technical manuals and procedural documentation
* Ability to type 60 words per minute
* Working knowledge of relevant software, hardware and other equipment including but not limited to:
* Windows XP/Windows 7
* Proficiency in Microsoft Office 2007/2010
* Printer Support (TCP/IP settings, etc)
* Installing network printers and Troubleshooting printer connectivity problems.
* Password resets, account activation/deactivation
* Understanding of SMTP, HTTP
* Able to use Remote Sessions (LogMeIn Rescue, VNC, etc.)
* Google Apps for business – nice to have, not required
* Knowledge of relevant call tracking applications¦ BMC Service Desk Express v 10.1 (Remedy) – preferable
* PC imaging. MDT (Microsoft Deployment Technology) – preferable

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