20245 - Service Desk Representative II
Miami, FL
Full Time
Mid Level
20245 - Service Desk Representative II
Miami, FL (being onsite 100% is required)
CBU: KiaCSA
PURPOSE:
Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases.
ESSENTIAL FUNCTIONS:
• Manage assigned tasks and quickly respond to and process Helpdesk tickets using ITSM in a timely and reliable manner
• Install, maintain, setup, troubleshoot and configure PCs, laptops, networked printers, to include Zebra and Scrap printers, and peripherals
• Perform imaging system administration for all PCs, laptops, scanners and other networked devices, as assigned
• Open/Close and update incident history via ITSM, or other Helpdesk applications, as assigned
• Backup/Restore user profiles and data, in-compliance with assigned procedures
• Document, maintain, upgrade or replace hardware and software
• Adhere to naming standards and labeling of all assets
• Adhere to Customer Support standards and procedures to ensure priorities and goals are met
• Performs other duties as assigned
SCOPE:
Supervisory Responsibility-None
Decision Making/Discretion- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
Strategy Development- Normally follows established procedures on routine work, requires instructions only on new assignments.
SKILLS/KNOWLEDGE-
• Basic understanding of networking.
• Troubleshooting skills.
• Micro soft office suite, Windows, Microsoft Exchange server.
• Antivirus software.
• Ability to think logically and to analyze troubleshoot issues and implement appropriate corrective action.
• Ability to plan, organize, coordinate work assignments.
• Ability to complete projects on time.
• Ability to work well independently and in a team environment.
• Ability to interact positively with internal and external customers.
• Skill in the utilization of correct grammar, spelling, punctuation, and required formats.
• Ability to multi-task.
Miami, FL (being onsite 100% is required)
CBU: KiaCSA
PURPOSE:
Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases.
ESSENTIAL FUNCTIONS:
• Manage assigned tasks and quickly respond to and process Helpdesk tickets using ITSM in a timely and reliable manner
• Install, maintain, setup, troubleshoot and configure PCs, laptops, networked printers, to include Zebra and Scrap printers, and peripherals
• Perform imaging system administration for all PCs, laptops, scanners and other networked devices, as assigned
• Open/Close and update incident history via ITSM, or other Helpdesk applications, as assigned
• Backup/Restore user profiles and data, in-compliance with assigned procedures
• Document, maintain, upgrade or replace hardware and software
• Adhere to naming standards and labeling of all assets
• Adhere to Customer Support standards and procedures to ensure priorities and goals are met
• Performs other duties as assigned
SCOPE:
Supervisory Responsibility-None
Decision Making/Discretion- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
Strategy Development- Normally follows established procedures on routine work, requires instructions only on new assignments.
SKILLS/KNOWLEDGE-
• Basic understanding of networking.
• Troubleshooting skills.
• Micro soft office suite, Windows, Microsoft Exchange server.
• Antivirus software.
• Ability to think logically and to analyze troubleshoot issues and implement appropriate corrective action.
• Ability to plan, organize, coordinate work assignments.
• Ability to complete projects on time.
• Ability to work well independently and in a team environment.
• Ability to interact positively with internal and external customers.
• Skill in the utilization of correct grammar, spelling, punctuation, and required formats.
• Ability to multi-task.
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