Helpdesk Analyst
InnoSoul•Tallahassee, FL
•Hybrid
About The Position
The Department of Business and Professional Regulations (DBPR/Department), Division of Technology requires additional Help Desk staff to receive and manage incoming calls that range from a multitude of customer based inquiries that include general questions, IT assistance and other technology issues. The Department understands that its customer's time is valuable. Therefore, the Department wants to provide immediate assistance to its Help Desk functionality through IT staff augmentation. Strong customer service skills are vital for these positions.
Requirements
- mobile experience
- L2 experience
- training experience
- software installs experience
- hardware upgrades experience
- Strong customer service skills
Responsibilities
- 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
- Participates in the testing and evaluation of new desktop packages and implements prototypes
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
