Help Desk Administrator

Job Description

SmartSource is looking for a Help Desk Administrator for a 3-6 month contract opportunity in Tampa, FL.

Job Type: Contract

Duration: 3-6 months

Location: Tampa, FL

Hours: 11AM – 7:30PM

Role: We have a need of an Help Desk Coordinator for a 3-6 month opportunity located in Tampa FL. The hours for this opportunity are 11AM-7:30PM. The tasks are as follows and need to be clear that this is not a full-fledged technical opportunity. There is technical troubleshooting but the person must be open to administrative duties. If you a person is looking for 100% hands on or over the phone troubleshooting this is not for them.

- Monitor CA ticketing system for incoming service request tickets

- Perform OEM warrantee validation on equipment and also perform contract equipment validation

- Validate CA service request information is within each ticket, escalate back to client if there is missing information. .

- Ensure a successful support call transfer to another team/group or partner

- Perform level 1 and 2 triage troubleshooting

- Send email notifications to the client based on defined processes and procedures

- Monitor and escalate support tickets based on SLA requirements

- Perform required updates to the CA ticket throughout the life cycle of the ticket to completion.

- Identify and escalate any process improvements

- Obtain required OEM hardware certifications with IBM/HP on PC’s, printers, and Servers.

- Ship workstation and laptop images w/good hard drive for required service request tickets

- Assist with support documentation when needed

Qualifications:

- Must pass a drug and criminal background check before starting

- 2+ Yrs experience providing hardware PC support helpdesk

- 2+ Yrs of relevant technical helpdesk experience with IBM/HP PC’s, Printers, Servers

- Experience using Computer Associates (CA) ticket management system

- Experience routing support calls to other groups who use other call management systems



Skills & Requirements

- Associates Degree in Information Systems, Business, Communications or related field

- Act as the front line support for all hardware issues and routing support calls

- Ability to prioritize help desk calls/tickets

- Escalate support tickets requiring urgent attention and manage them

- Ability to follow oral and written instructions

- Must have strong customer service, time management, and written/verbal communication skills

- Dependable, reliable and predictable attendance is a requirement

- Assist Technical Services when needed

- Stay current with product upgrades, system information, changes and business updates

- Must have excellent communication and customer service skills

To be considered, please send an updated Word resume to Amanda: [Click Here to Email Your Resumé]

Job Requirements

 

Job Snapshot

Employment Type Contractor
Job Type Information Technology, Customer Service
Education None
Experience At least 3 year(s)
Manages Others Not Specified
Industry Other Great Industries
Required Travel Negligible
Job ID 11346-1
CareerBuilder Tip:
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder.com you are agreeing to comply with and be subject to the CareerBuilder.com Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.

Help Desk Administrator


Enter notes about this job:

Cancel