Help Desk Tier 1

Position Title: Help Desk Tier 1
Location: Miramar, FL 33025.
Employment Type: Contract with possible extension.
Schedule: Monday-Friday, 8am-5pm, On-Site.
Experience: 1-3 years.

Position Summary

The Helpdesk Analyst is responsible for answering Helpdesk calls and e-mails in a timely manner and assisting users with various systems issues. The Helpdesk Analyst maintains a proficient knowledge software platforms, systems and technologies and is able to assist users with a variety of Information Technology related problems.

Essential Duties and Responsibilities

The Helpdesk Analyst provides Tier 1 onsite and remote end-user support, serves as the primary point of contact for all problem and informational calls coming into the Department of Information Technology.

• Answer all helpdesk calls, chats, tickets, voicemails and emails within a timely manner. Determines the nature of the user's issue and obtains as much information as possible about the problem. Prioritizes and evaluates user systems issues into a low, medium or high priority. Creates helpdesk tickets based on the user's systems issues. Attempt first call resolution. If not able to resolve reassign to Tier 2 for resolution.
• Provides friendly, courteous, and quality systems support to all users. - Strives to meet or exceed all customer service goals & SLA's.
• Utilizes independent judgment in handling user issues/questions and knows when to refer complex matters to the Help Desk Manager for personal review.
• Maintains a proficient technical knowledge in various systems, hardware, software and database applications.
• Troubleshoots and assists users with various systems issues including PC/laptop, printer, software, hardware, problems.
• Closes Help Desk tickets and communicates resolution to the user. - Tracks all calls, voicemails and e-mails in a detailed and accurate fashion utilizing Help Desk software. - Adheres to the defined and communicated call flow / ticket resolution process.
• Recommends changes in policies/procedure to the Sr. Helpdesk Analyst or Help Desk Manager.
• Completes other duties as assigned.

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With company roots going back over 30 years, Advantage Technical is an engineering and information technology services company and a national leader in the provision of technical resources today. These services include Staff Augmentation, Direct Placement, Project Resourcing and Outsourcing - delivered from 40 key market locations, by over 3500 specialized contractors, to over 500 clients across North America. Advantage Technical is a Best of Staffing Diamond Award winner for both Clients and Talent. For more information about the industries and services offered by Advantage Technical, please visit .

Advantage Technical is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact us. Advantage Technical is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.

All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations.