IT User Support

Acuity International•Cape Canaveral, FL

About The Position

Under direct supervision, the Information Technology (I.T.) Help Desk Support Assistant is responsible for providing and or supporting technical assistance to computer system users by answering questions or resolving computer problems for clients in person, via telephone, or from a remote location. May also provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Reports to the Customer Service Manager. Schedules may alternate, to include second and third shift.

Requirements

High School Diploma or equivalent.
At least six months experience in IT Help Desk Support.
The ability to obtain and maintain up to a secret clearance, which requires U.S. citizenship.
Must be open for what will be alternate shifts, second and third shifts possible.
Available for on-call after hours remote help desk support.
Accountable to act with integrity and respectfully interacts with co-workers.
Adheres to company expectations of performance and behavior; demonstrates high standards of moral and ethical conduct.
Maintains confidentiality of all company information and intellectual assets.
Must be able to multi-task, be detail-oriented, organized, and have strong oral and written communication skills.
Must be customer-focused and self-motivated.

Nice To Haves

Associate degree in Information Technology, Business Administration or related field.
Prior experience in Customer Service.
One to three years of experience in IT Help Desk Support.

Responsibilities

Assists with support ticket “triage”, provides support when capable, redirects and escalates when needed.
Answers user inquiries regarding computer software or hardware operations to resolve problems or request further support utilizing multiple support channels like phone, email, chat or in person.
May be asked to set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
May assist with minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Learns new systems, processes and procedures with emphasis towards helping to document these basic principles.
Develops training materials and procedures, or train users in the proper use of hardware or software.
Other duties or projects as requested and assigned.
On call after hours remote help desk support is required.
Ability to multi-task and provide prompt, responsive customer service to all internal and external customers.