IT Technical Support Specialist-Help Desk

IT Technical Support Specialist – Help Desk

Base pay range: $50,000.00/yr - $50,000.00/yr

Pay salary $50,000 + dependent upon experience, with opportunity for career growth and development.

Monday - Friday, Daytime hours + Oncall after hours on rotation.
Please note: this position is in office, ON-SITE.

• Monitoring, installation, configuration, imaging and proactive maintenance of enterprise Windows workstations.
• Client and cloud-based application installation, configuration and support including Microsoft Office and remote support tools.
• Monitoring, installation, configuration and proactive maintenance of voice and mobile systems including Mitel client devices, and Apple and Samsung mobile devices.
• Troubleshooting and resolving deskside support issues involving PC hardware, software, applications, printers, scanners and faxing devices.
• Monitoring, installation, setup, configuration and proactive maintenance of enterprise security systems.
• Documenting all projects, tasks, issues and steps to reproduce issue isolation and resolution.
• Maintaining clean and well-ordered spaces where technology equipment is placed, racked, stored, assembled, configured or tested.
• Managing efficient Help Desk flow, including rapid identification and resolution of technology requests and prompt, courteous responses to all parties requesting support.
• Report and elevate unresolved high priority issues with no delay.
• Train staff members for using PC and mobile hardware and applications.
• Any other business support activities, including facility related issues and requests, assigned or directed by the Senior Director of Technology.

• Associate's Degree in a related field or equivalent year for year related professional experience.
• Three years progressive experience in Information Technology or related field.
• Three years customer service experience.
• Proven analytical and problem‑solving skills.
• Availability for business critical issues outside of regular hours.
• Extensive technical knowledge of modern hardware and standards.
• Extensive technical knowledge of telecommunications protocols and configurations.
• Extensive technical knowledge of Windows operating systems and services.
• Capable of lifting computer equipment and peripherals up to 50 pounds.
• Knowledge of applicable data privacy practices and laws.
• Strong written and oral communication skills.
• Strong interpersonal skills including ability to present ideas in user‑friendly language.
• Ability to effectively research technology standards and issues as required.

The above are not intended to be an all-inclusive list of the duties, responsibilities and requirements of the job described. Rather, they are intended only to describe the general nature of the job.

This position supports our customer service centers in two offices in Florida, from our Tampa Headquarters.

Our Customer Service team assists our client companies in their efforts to efficiently arrange transportation to medical appointments, pharmacy stops, etc., and also provide language support in over 200 languages through both our bi‑lingual Customer Service center and through contract interpreters. We communicate with injured workers regarding their transportation arrangements and dispatch contracted transport providers and interpreters. We also work through issues, as they arise.

It is a fast‑paced, team oriented, customer service focused environment.