Helpdesk Specialist

Helpdesk Specialist — Duration: 3-6 months contract

Summary:

Client is seeking a TEMP Tier 2 Service Desk Engineer to join our Service Desk team.

The Service Desk team enables client's diverse, global, and high energy entertainment industry culture of agents, executives, assistants, and business partners by providing superior technical support "end-to-end" from the customer's first day at client to their last.

We seek a creative, energetic individual with technical skills and experience, who communicates well, and loves being customer focused. We are looking for engineers who bring fresh ideas from all areas and backgrounds, but above all a Service Desk engineer should enjoy working patiently and positively with people of varying technical capabilities.

• Provide technical support to customers through all touchpoints: phone, chat, email, walk-ins, and hallway encounters.
• As a Tier 2 Engineer, bring your experienced, professional presence to working in person -- deskside -- with agents and executives to provide support and resolve issues.
• Troubleshoot and resolve issues with standard laptops/desktops and mobile devices; know the software running on those devices, including Microsoft 365 and client-specific software.
• As a Tier 2 Engineer, look beyond resolving issues to identify patterns and suggest approaches or process changes to improve customer experience; provide training to customers to enable them to get the most out of their software.
• Work with product management and product development teams to provide feedback and ensure supportability and customer insight are baked into product plans; contribute ideas to improve the overall experience.
• Assist customers in protecting client data and educate customers and peers on security awareness.
• Set an example for peers by self-prioritizing work and operational excellence: document incidents in ticketing system, escalate where appropriate, follow up with customers, and resolve incidents in a timely manner.
• Work on various projects and deployments from start to finish, helping define project scope, timeline, resource allocation, and tracking execution.

• Minimum of three years of experience providing technical support, both remotely and in-person, in a professional office environment.
• Experience supporting and troubleshooting Apple and Windows computer systems, iOS and Android mobile platforms, and current versions of Microsoft 365 (Office, Outlook, Teams).
• Experience with enterprise IT tools such as Microsoft Endpoint Manager (SCCM), JAMF, Service Now, and Bomgar; experience with Active Directory and basic user and security group administration.
• Experience supporting and troubleshooting the Adobe Creative Cloud suite, as well as VoIP phone systems.
• As someone entrusted with sensitive company information, you demonstrate discretion and protect client systems and data through strong security awareness.
• Passion for operational excellence; documentation, tracking, and proper resolution of customer touchpoints.
• Strong ability to learn quickly and expand areas of expertise.

Location:

Jacksonville, FL