Help Desk Technician

Seminole Tribe of Florida; Town of Florida (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Seminole Tribe of Florida is seeking an IT support specialist to provide first-level end-user assistance by phone and email, and to manage incidents and service requests to resolution. The role requires a IT-related degree or HS diploma with A+ or Net+ certification, at least six months in a customer-facing enterprise support role, and a valid Florida driver’s license.

Strong English communication is essential, and travel to STOF Reservations with a flexible schedule including evenings, weekends

Qualifications

• Bachelor’s degree in IT or related field, or HS diploma with college coursework plus A+ or Net+.
• Minimum 6 months of experience in a customer-facing support role within an enterprise environment.
• Valid Florida driver’s license.
• Excellent English written and oral communication skills.
• Willingness to travel to all STOF Reservations and work a flexible schedule including evenings, weekends and holidays.

Responsibilities

• Provide first-level support via voice and electronic communications.
• Handle incidents and service requests using standardized incident management and request fulfillment processes.
• Own all customer incidents and requests and close them in line with SLAs and quality standards.
• Work with enterprise line-of-business applications and related analysis, diagnosis and resolution of issues.

Skills

First level support

Incident management

English communication

Enterprise applications

Education

Bachelor’s Degree in IT or related field

HS diploma + A+ or Net+

Job description

The incumbent in this position is responsible for providing first level support through end-user voice and electronic communications, and handling the resulting incidents and service requests using standardized incident management and request fulfillment processes. The individual demonstrates an aptitude for working with enterprise line-of-business applications and systems, and interfaces in related analysis, diagnosis and resolution of technical issues. This position is ultimately responsible for ownership of all customer incidents and requests, and tracks them to conclusion in line with the department Service Level Agreement (SLAs) and quality standards.

Bachelor’s Degree in Information Technology or a related field, or a High School diploma or equivalent GED and college-level course work plus a single current technology such as A+ OR Net+ is required. Minimum of six (6) months of experience working in a customer-facing support role within an enterprise environment is required. Possession of a valid FL Driver’s License is required. Demonstrate Excellent English written and oral communication skills. Ability to travel to all STOF Reservations and work a flexible work schedule including evenings, weekends and holidays.