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


- 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 11497-1
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Help Desk Administrator

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