Help Desk Representative - (US-FL-Saint Petersburg - 33784)

Minimum Education: None
Jobcode: L:99371363
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The Help Desk Representative handles user calls with sensitivity to user's concerns and service level requirements. Resolves or escalates all calls in a timely fashion and clearly documents the resolution procedure. Assists the users in identifying and specifying the nature of their request or problem.   Responsibilities: Provides initial problem identification and possible solution for users at first contact. If unable to resolve problem, documents in detailed manner and forwards to the responsible group for resolution. Instructs users in problem reporting and service request procedures. Processes service requests, ensuring SOX compliance. Notifies Enterprise Operations Center (EOC) of any system outages (i.e. LAN, applications, etc.). Minimum Requirements: 1 - 3 years of technical support experience, plus extensive knowledge of and/or certifications in Microsoft Windows family, desktop hardware and LANs. Strong interpersonal and communication skills, both verbal and written and superior telephone etiquette. Demonstrates the ability to deal with users in a customer service oriented fashion and utilize strong problem solving skills with sound judgment in decision-making.  Microsoft Certified Professional (MCP) certification. A+, Microsoft Certified Systems Administrator (MCSA) or Microsoft Certified Systems Engineer (MCSE) certifications are a plus.  Able to sit for 8 to 10 hour shift. Schedule:   Monday through Friday, 5:00am - 1:30pm.