• Location: Tampa , Florida
  • Type: Direct Hire
  • Job #2637

NextPath Career Partners is currently seeking a Support Center Analyst (Level 1) to join our client’s team in Tampa, FL. This is a direct hire position with option to work on-site, remote or hybrid. Candidate should sit in the Tampa Bay area.

 

SALARY: $45-50K (depending on experience)

 

REQUIREMENTS:

  • 1+ years Technical Call Center/Help Desk experience
  • Comfortable with working on multiple open tickets simultaneously.
  • Comfortable with investigating, analyzing and troubleshooting client issues.
  • Able to make decisions on service ticket resolution without supervision.
  • Basic understanding of most of the following, and Proficient in at least three of the following:
  • Windows Operating systems – XP, Windows, 7-10
  • MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2016
  • Email support – Exchange & POP
  • Basic network support:
    • Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
    • Basic knowledge of network technologies (LAN, WAN, wireless)
    • VPN clients (Cisco, SonicWall, Fortinet, etc.)
  • Computer hardware support:
    • Troubleshoot issues with laptops, desktop, and thin client devices
    • USB devices
  • Printer support:
    • Setup/install local, wireless, and network printers
    • Troubleshoot hardware printer issues
  • Mobile devices support:
    • Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc.
    • Install and troubleshoot broadband wireless devices and software
  • User account administration:
    • Maintain user accounts in Active Directory
    • Maintain user accounts for VPN sessions
  • Security:
    • Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
    • Install and troubleshoot broadband wireless devices and software

 

RESPONSIBILITES:

  • Resolve problems reported to the call center by phone or web tickets.
    • Provide first-level contact and problem resolution for customer issues.
    • Provide timely communication on service ticket status and resolution.
  • Assist Level I technicians with escalated issues.
  • Update and maintain Help Desk Documentation and knowledgebase articles.
    • Review and update Help Desk documentation as assigned.
    • Review and create KB articles.
  • Other functions as directed by management.
  • Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed.
  • Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escalate as needed.
  • Work on tickets escalated by Level I engineers.
  • Monitor voicemail boxes, create tickets and return calls to customer within the timeframe stipulated in the standard SLA.
  • Quickly and effectively communicate with customers within the SLA timeframe.
  • Work with vendor to resolve issues as required.
  • Configure/image desktops or laptops as needed.
  • Continually update and improve customer network documentation.
  • Continuously improve upon technical skills sets within assigned areas of expertise.
  • Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast paced environment.
  • Regular, predictable and punctual attendance. May occasionally need to work on holidays.

 

 

 

NEXTPATH CAREER PARTNERS:

NextPath is a candidate centric recruiting firm focused on your career goals to help you find your next path! Our team of professional recruiters have over 80 years of combined experience to help you navigate a job change. Our clients span local and national with roles in sales, creative, marketing, and staffing on a direct, contract-to-perm, and contract (project) basis.

If the position above doesn’t appear to fit, we do have a host of clients with roles that could be a match and not every position will be posted. Feel free to reach out to find a better match by emailing your resume to apply@nextpathcp.com for a recruiter to engage.

We are an Equal Opportunity Employer

View all open jobs: http://www.nextpathcp.com
 

 

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