Help Desk Operator

Employer
Perry Ellis International
Location
Tampa, Florida
Salary
Open
Posted
May 21, 2018
Closes
May 24, 2018
Ref
5443873179#FL--J2CBackfill.2
Industry
Retail
Help Desk Operator - Tampa Office.

EMPLOYEE: REPORTS TO/TITLE: Client Systems Support Manager.

JOB CODE: ( FOR HR USE) FLSA STATUS: ( FOR HR USE) DEPARTMENT: MIS.

APPROVED BY/DATE: SUMMARY.

This is a dual role: Help Desk Analyst and Desktop Support.

Serve as the first point of contact for providing extensive first level technical support for hardware and software issues to internal customers via phone.

This includes: incident taking, tracking, routing and resolution.

Also provides hands on support for Technical issues at their assigned office.

Reports to Client Systems Support Manager.

DUTIES AND (Your duties should reflect the most significant aspects of your job.

Do not state anything that requires less than 5% of your time.

).

Answer calls to the Help Desk line and effectively log these calls into the Incident Management software to ensure that all vital information is captured.

Provide first level support via phone or by using remote support tools for all calls as needed.

Attempt to resolve all incidents on first call if possible and document resolutions into the Incident Management software.

Troubleshoot issues related to desktops, laptops, embroidery machines, peripherals, software and business applications.

Walk users through accomplishing common technical tasks.

Route calls and incidents to other support personnel as needed in order to address user requests and to resolve problem issues.

Follow up on calls and incidents that are assigned to other support personnel in order to ensure timely and appropriate resolution.

Notify the User Community when Production outages occur.

If issues can not be resolved via remote support, provide hands on support to users at his/her assigned office.

Installs and de-installs computers and associated hardware.

Maintains accurate inventory of all computer equipment and parts; maintaining records of repairs and services.

Coordinates disposal of legacy equipment.

Performs equipment installation, preventive maintenance and equipment upgrade and modification of activities.

Works with contract and vendor supplied personnel engaged in the installation, maintenance, and repair of computer equipment.

Serve as the main technical contact for all IT related issues at his/her assigned office.

Schedules, connects and troubleshoots Audio/Visual requests.

Assist new employees with first time login to their workstations.

Provide technical support as needed to adjacent retail store.

SKILLS, KNOWLEDGE AND ABILITIES.

Strong customer service, organization and technical skills.

Excellent written and oral communication skills.

Ability to handle a fast paced environment with great attention to detail.

A+ and/or MCDST are a plus.

PHYSICAL DEMANDS.

This requires frequent lifting of computer equipment up to 60 pounds.

Must be able to walk constantly.

WORK ENVIRONMENT.

While performing the duties of this job, the noise level in the work environment is usually moderate.

( If different, please delete this section and describe the work environment that describes your work area.

).

MINIMUM (Please indicate if a degree is required).

Two years of experience at a Help Desk or in a technical troubleshooting role.

Associates Degree in Computer Science, Information Technology or a related business area is required.

Bachelors degree is preferred.

Must be responsible, reliable, and disciplined.

Be willing/able to work flexible hours.

Be able to multitask work activities, good communicator and work under pressure.

Fluent in English and Spanish.

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