IT Help Desk - Tampa, Florida

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Y & L Consulting Inc.
MSCE. MCSE. MSCA, a+, Active Directory, ITIL, Microsoft Office 365, Windows 10
Full Time
Depends on Experience
Work from home available Travel not required

Job Description

Responsibilities:

  • The Information Technology Help Desk Analyst provides quality customer service and technical assistance to computer users via telephone and email. Receives, logs, and trouble shoots all Information Technology service requests and provide status updates on problem resolution

Essential Responsibilities:

  • Troubleshoots user inquiries regarding computer software or hardware operation to resolve problems
  • Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues
  • Provides top quality customer service by assisting employees with problems that occur
  • Escalates problems to second level support when needed
  • Assists users with password resets
  • Trains new users on applications and Information Technology policies and procedures
  • Submits request to vendors regarding equipment repairs
  • Ensures that the necessary shipment of equipment is done according to company policy
  • Other duties as assigned

Education and Experience:

  • High school degree or equivalent required
  • Associates Degree in Information Technology preferred
  • At least six months experience of Information Technology troubleshooting, customer service, or phone support required
  • Professional Certifications such as MCSE, MCSA, A+, HDI, or ITIL preferred, but not required
  • Experience with Active Directory, remote desktop tools, and ticketing systems preferred
  • Experience with Microsoft Office 365 products and Windows 7/8/8.1/10 required

Skills and Abilities:

  • Ability to provide after-hours operations and on-call support (including, nights, weekends, and holidays) on a required rotating schedule
  • Ability to follow a defined work schedule and have reliable transportation
  • Strong technical, analytical, and critical thinking and problem-solving skills
  • Strong documentation skills preferred
  • Excellent communication skills and telephone protocol; professional verbal and written communication skills
  • The Information Technology Help Desk Analyst provides quality customer service and technical assistance to computer users via telephone and email. Receives, logs, and trouble shoots all Information Technology service requests and provide status updates on problem resolution


Company Information

For more than 20 years, Y&L Consulting has been providing IT services and solutions for mid-size to large ($2+ B) corporations, helping them meet demands, deliver within budgets, and improve the quality and effectiveness of their systems. Y&L professionals such as business analysts, project managers and highly capable programmers and QA testers help our clients translate strategies into executable tactics and measurable results. Thanks to our stringent employee screening process, generous benefits package, and continuous training, our employee turnover rate is an amazingly low 3 percent. For our clients, that translates into reliability, continuity and maximum efficiency
Dice Id : ylcon
Position Id : 7491034
Originally Posted : 1 month ago

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