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Help Desk Technician


This is a Contract position in Belle Isle, FL posted January 12, 2020.

A leading provider of document handling equipment and services with multiple offices and locations throughout the United States. Vendor agnostic providing the best document handling solutions in the industry with no dependency on a single manufacturer. A leader in information technology and a manufacturer of associated electronic document handling reporting devices.

Position Summary

Tier 1 Helpdesk Agents will act as point of contact for technical support of internal users, as well as for users of several vendors that they perform managed IT services. In this role, Agents must work as team players in the IT Service department to create a positive work environment and achieve departmental goals and objectives. Tier 1 Helpdesk Agents must maintain clear and concise communications with department managers, employees and vendors by performing the following duties:

Primary Duties and Responsibilities

  • Serving as the first point of contact for customers seeking technical assistance over the phone or email.
  • Strong customer service and troubleshooting skills.
  • Follow up on outstanding requests and ensure timely resolution.
  • Create accounts and configure hardware as part of on-boarding process.
  • Support audio and video equipment in conference rooms.
  • Manage and monitor internal assets to ensure accurate inventory records.
  • Track, route, and escalate unresolved issues to Service Manager.
  • Ensure all chargeable service calls are billed in a timely manner.
  • Preserve and grow knowledge of dispatch procedures.
  • Deliver hardware support including replacing SSDs/HDDs, adding RAM, identifying and replacing damaged equipment.
  • Knowledge of Windows 7, Mac OS X, Google Collaboration Apps and Office 365.
  • Knowledge of Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android).
  • Client PC connectivity – ethernet, TCP/IP and VPN.
  • Experience with desktop security products.
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users.

Qualifications & Required Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Associate’s degree (A. A.), BSc/BA in IT, Computer Science or relevant field; or 1-3 years of related experience and/or training; or equivalent combination of education and experience.