Tech Support Specialist — Help Desk

Florida International University; Miami (FL); On-site; USD 38,000 - 42,000; Full time

Job summary

Florida International University in Miami is seeking an IT Support professional to assist FIU students, faculty, and staff with a range of technology issues. The role includes handling first-call resolutions for accounts, desktops, laptops, and network connectivity in a busy call center setting.

The candidate will research, diagnose, and resolve problems on Windows and Mac systems, use documented processes, and contribute to knowledge base and process improvements.

Qualifications

• Bachelor's degree in related discipline with two years of experience in a related field; OR six years of experience in a related field; OR an equivalent combination of relevant education and/or experience.
• Experience in customer service.
• Experience utilizing an Interactive Voice Response (IVR) telephone system.
• Experience in utilizing a help Desk incident tracking software like ServiceNow.
• Experience in providing Remote Support using Bomgar or equivalent.

Responsibilities

• Provides first call resolution/support for user accounts, desktop, laptop, and network connectivity related problems in a call center environment for FIU students, faculty, and staff.
• Assists in researching, analyzing, and diagnosing problems with client systems including Windows and Macintosh operating systems, peripheral equipment, and networks.
• Assists in resolving problems using documented processes where available and best practices where not.
• Assists in providing person-to-person technical support as necessary.
• Assists in creation of standard operating documentation as appropriate (e.g., knowledge base, e-mails, process improvements).

Skills

Customer Service

IVR

ServiceNow

Remote Support

Education

Bachelor's degree in related discipline

Job description

Florida International University in Miami is seeking an IT Support professional to assist FIU students, faculty, and staff with a range of technology issues. The role includes handling first-call resolutions for accounts, desktops, laptops, and network connectivity in a busy call center setting.

The candidate will research, diagnose, and resolve problems on Windows and Mac systems, use documented processes, and contribute to knowledge base and process improvements.