Help Desk Technician job Coral Gables Florida
Help Desk Technician job Coral Gables Florida
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Help Desk Technician Job

Employer Name: SpiderID: 9215300
Location: Coral Gables, Florida Date Posted: 12/19/2019
Wage: Negotiable Category: Education/Teaching/Training
Job Code: R100037219

Job Description:

This person will provide first tier technical support over the phone, troubleshooting and resolving software/hardware requests or incidents.

Primary duties and responsibilities:

Basic Functions:

  • First Level technical support to customers (Faculty, Staff, Clinicians, and Students)

  • Responsible for answering customer support calls or trouble tickets for tracking all customer issues and requests

  • Provide remote troubleshooting on any issues related to learning platforms software using remote tools

  • Document step-by-step 1st level troubleshooting details into the appropriate ticket and/or work order information

  • Ensure trouble ticket updates received via phone, and email are logged correctly into each trouble ticket and the appropriate points of contact are notified

  • Adhere to proper method of trouble ticket escalation to next level or group as needed

  • Provide quality customer service support in a prompt, courteous, and timely manner by performing follow-up investigation and communicating the resolutions either verbally or in writing. Use discretion and judgment to organize and perform the requested services promptly and efficiently

  • Requires evening and weekend work to support Faculty, Staff, Clinicians, and Students

Function Details:

Specialized/Professional or Technical Duties:

  • Provide technical support services for all learning platforms used at the University and rights access including account creation and roles assignments in the Blackboard LMS

  • Adhere to departmental procedures and policies to ensure proper handling and timely escalation of Customer issues

  • Provide telephonic support to users for the installation, coordination, and daily operation of application software

  • Provide analysis, relay results, and offer support to assure proper escalation during periods of substandard system performances or outages

Administrative Duties:

  • Responsible for monitoring incoming emails to Help Desk

  • Documentation of processes and solutions to be included in knowledge base

  • Attend meetings as required

  • Requires evening and weekend work to support Faculty, Staff, Clinicians, and Students

  • Knowledge, Skills, Abilities: (KSA)

  • Macintosh Operating system and application experience a plus

  • "Team Player" attitude with excellent communication, verbal and written skills

  • Strong problem solving skills

  • Proficiency in providing excellent Customer Service

  • Technical certification from Microsoft or comparable (i.e. MCSE, A+, Network +, ITIL or equivalent) preferred but not required

  • Adobe Suite knowledge

  • WordPress experience

  • HTML, SQL experience

Education Requirements:
High School Diploma required. Associates degree preferred

Work Experience Requirements:
Minimum 1 year of experience in Help Desk/Call Center environment

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: University of Miami Health System Company Type:
Company: University of Miami Health System

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