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IT Technical Support Help Desk (100% Onsite from Day One)

Orlando, FL Posted: 09/27/2021


Knowledge, Skills and Abilities

  • IT Technical Support (Help Desk) position is responsible for entry-level support of all computer systems. This position will also include the responsibility of handling first response calls to the Help Desk (phone, e-mail, and online), logging the initial call, and detailing the response given to each user.
  • Good interpersonal skills.
  • Ability to clearly communicate technical information in layperson’s terms.
  • Ability to work alternate work schedules and be on-call twenty-four (24) hours/day.
  • Ability to create daily, weekly, monthly, and yearly reports regarding system availability and Help Desk calls.
  • Ability to coordinate real-time activities and priorities.
  • Direct experience with the day-to-day operations of a similar center.
  • Troubleshoots original call via telephone or in person contact and responds in person when problem cannot be fixed remotely.
  • Inventories all computer system hardware parts monthly to ensure infrastructure is operating at one hundred percent (100%).
  • Performs functions as directed by the Operations Manager to include any routine and nonroutine functions.
  • Informally trains users in basic computer skills when needed.
  • Installs and loads all functions of any new workstation when purchased, to include the communications link to the network systems.
  • Creates weekly report on all Help Desk calls and responses to include fixed and outstanding items with details on what replacement parts were needed.
  • Daily monitoring of video walls and supplemental displays to comply with one hundred percent (100%) system availability.
  • Weekly patch management and anti-virus monitoring of all desktop computers.
  • Directs the daily responsibilities of the IT Technical Support analyst positions.
  • Performs any additional tasks as assigned by management team.
  • Performs all other tasks assigned by the DEPARTMENT.
  • Secondary education in computer science or the equivalent of two (2) years of experience in desktop support or similar responsibilities.
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