Web Customer Support Specialist

Cook Systems•Jacksonville, FL

3d•Onsite

About The Position

Since 1990, Cook Systems —a certified veteran-owned IT consulting firm—has been helping businesses and professionals grow through innovation, integrity, and investment in people. We partner with Fortune 500 enterprises and high-growth companies alike to deliver agile technology solutions, AI-driven talent strategies, and our signature FastTrack program that develops the next generation of tech talent. At Cook, you’ll find a culture that values excellence, creativity, and accountability. We believe in opportunity backed by trust—and in building careers that last. Check out what our team members have to say on our Glassdoor page, and discover why Cook Systems is where meaningful careers take off! Summary: We are seeking an experienced Help Desk Professional to provide support services to users of Internet and Extranet sites. This role involves offering technical advice and guidance on user interface, browser, hardware, and supporting software issues. You will troubleshoot and resolve routine technical service and equipment troubles using established processes, and coordinate efforts with the Help Desk for effective resolution of calls.

Requirements

Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience.
Minimum of 3 years IT work experience in PC or client/server platform, network, or systems administration within relevant computing environments.
Intermediate professional level competence, able to work on projects of medium to high complexity.
Strong customer service skills and ability to interface effectively with external customers.
Excellent problem-solving and troubleshooting abilities.
Ability to work collaboratively in a team setting and occasionally lead projects.

Responsibilities

Provide technical support and guidance on user interface, browser, hardware, and software issues.
Troubleshoot and resolve technical service and equipment problems by analyzing and diagnosing faults using established procedures.
Maintain a knowledge database and call tracking database to improve problem resolution quality.
Coordinate with the Help Desk to ensure effective resolution of external customer inquiries.
Work collaboratively in a team environment, sharing information and assisting colleagues with calls.
Provide feedback to the Web development team for site improvements based on customer feedback.
Occasionally lead projects and mentor junior technical staff.

Benefits

Choose from two comprehensive medical plans through Blue Cross Blue Shield, with dental and vision coverage included.
Protect what matters most with life, critical illness, and accident insurance through Unum—because your family’s security matters.
Plan ahead and save with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent-care expenses your way.
Our Health Gap Insurance through Sun Life helps cover unexpected costs, so you’re never caught off guard.
Build your future with our 401(k) plan through The Standard. You’re eligible after just six months—because long-term success deserves a strong foundation.

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