NextPath Career Partners is currently seeking a Sr. Help Desk Support Specialist to join our client’s team in Tampa, FL. This is an onsite, contract to hire position.
SALARY: $24-$27hr (depending on experience)
Unfortunately, at this time our client is unable to sponsor or transfer visas. Only candidates authorized to work in the US without sponsorship should apply.
REQUIREMENTS:
- 5-10 years advanced help desk support – MS 365, Cisco AnyConnect, VPN, tier 1-2 break-fix data network, telco circuits, connectivity.
- Ticketing system: EasyVista or comparable.
- Soft Skills: customer service oriented, excellent communicator (verbal and written), very responsive and comfortable in working in a high ticket volume environment.
- Strong knowledge of ITIL processes and workflows – nice to have.
- High school diploma or GED.
- Ability to work on-call and after hours as needed.
RESPONSIBILITIES:
- 24×7 Help Desk support of end user equipment and software issues for Canada, Mexico, and USA locations; support is scheduled based on rotating coverage including on-call and after hours.
- Escalate North American outages where needed to security, technology specialists and others to ensure resolution of problems.
- Responsible for designing, implementing, and maintaining our ITSM processes, workflows, and tools to ensure optimal performance, efficiency, and reliability.
- Configure, customize, and manage our EasyVista Platform.
- Develop and maintain documentation, user guides, and training materials to support ITSM processes and tools.
- Creation and management of tickets within Help Desk ticketing tool as well as use of knowledge base to triage reported incidents.
- Perform troubleshooting through diagnostic techniques and pertinent questions.
- Ensure proper and timely communication is occurring between technicians and other stakeholders.
- Security and system access support for third party applications in use among Operations, Manufacturing and Finance organizations such as Microsoft 365, Cisco AnyConnect, etc.
- Train new Help Desk personnel.
- VPN access for remote users.
- Break/fix Tier 1 diagnostics for data network, Telco circuits and general connectivity issues.
- Distribution and installation of software on end-user equipment when required.
- Ticket monitoring, resolution, and/or escalation when required of received/submitted requests.
- Participate and contribute to meetings with Help Desk Supervisor and Sr IT Manager regarding improvements, strategy, and direction of the Help Desk services.
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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