Service Desk Technician in Clearwater, FL at PODS

Date Posted: 9/10/2019

Job Snapshot

Job Description

JOB SUMMARY

Primary responsibility is providing Tier I technical support in a Service Desk call center corporate environment to a wide range of audiences. You will identify, research, and resolve technical problems by responding to telephone calls, email and requests for technical support. Document, tracks, and monitor problems to ensure a timely resolution. Understand and comply with field concepts, practices, and procedures.  A fast learner with a high level of analytical thinking/ problem solving ability is expected.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Superior customer service attitude with customer centric skillset to walk users through issues and resolutions. Ability to take charge with confidence in sometimes stressful situations
  • Provide first-line response to enable callers to solve their problems; or forward details to second line support or advise third party suppliers.  Maintain accurate IT-related log entries of contact with resolution details and follow up information
  • Have working knowledge of different hardware technologies to include, laptops, desktops, tablets, VOIP and cell phones
  • Ensure adherence, following IT procedures and quality standards to escalation procedures; Respond to escalated, complex and high impact user calls in a timely fashion
  • Following agreed procedures and quality standards, notify users of disruptions to normal service delivery
  • May perform other duties and responsibilities as assigned

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • Associate’s Degree in a related IT area, 1 year of related experience or an equivalent combination of education, training or experience in the following areas:
  • Experience with hardware device builds, configuration and troubleshooting (Citrix / Virtual workstation, PC, Laptop, Tablet, Cell Phone, Multifunctional Printers)
  • Experience with basic TCP/IP networks, configuring and troubleshooting
  • Experience with Microsoft Suite applications, Office 365, Email, Word, Excel, PowerPoint
  • Experience with AD security permission groups
  • Experience with VOIP telephone systems

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

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