IT Help Desk Specialist, Boca Raton, FL

We are looking for an IT Help Desk Specialist guru to provide support for our customers. The IT Help Desk Specialist should have a mix of technical and customer service skills and be passionate about technology and helping people. The right IT Help Desk Specialist should want to expand their knowledge in the IT field. This position is 100% onsite and local travel is required.

IT Help Desk Specialist Responsibilities:

– Provide response to customer issues via ticketing system and phone.
– Properly escalate unresolved queries to the next level of support.
– Handle low and mid-level Tier help desk escalations through tickets or phone.
– Follow up with customers and see tickets through.
– Utilize excellent customer service skills and exceed customers’ expectations.
– Ensure proper recording and closure of all tickets.
– Create accounts and configure hardware as part of the on-boarding process as needed.
– Maintain confidentiality with information being processed and stored or accessed by the end-users on the network.
– Investigate user problems and identifies their source; determines possible solutions; tests and implements solutions as appropriate.
– Handle Active Directory, resetting passwords and voicemail issues.
– Basic installs, configurations and maintains personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment.
– Assist with network, network security, including maintaining firewalls, basic configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users.

IT Help Desk Specialist Qualifications:

– High School diploma required. Associates degree in Information Technology, Computer Science or higher desired.
– At least 3 years help desk experience & proven work experience in providing help desk support required.
– Need experience with Windows XP and up, Mac OS X, Microsoft Office & Outlook, Adobe.
– Experience with Active Directory maintenance, and Exchange File Server.
– Experience with Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android).
– Experience with PC connectivity including Ethernet, TCP/IP and VPN, Basic network (Wi-Fi/wired network) troubleshooting.
– Ability to do basic installations, configurations and maintain personal computers, networks and related hardware and software.
– Knowledge of computer and/or network security systems, applications, procedures, and techniques.
– Ability to identify and resolve computer system malfunctions and operations problems.
– Skill in establishing priorities.
– Excellent verbal and written communication skills.
– Ability to learn and support new systems and applications.
– Proficiency in English, written and verbal.
– Great troubleshooting and multi-tasking skills.
– Great customer service orientation.
– Ability to communicate basic technical information to nontechnical personnel.

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