The Senior Help Desk Specialist is the primary customer-facing technical support person for the Help Desk. This position is responsible for resolving support requests in the assigned time, or escalating when necessary. Provides management with periodic status updates and statistical reports concerning open and closed calls for the period, and reports any outstanding calls in excess of the established time parameters. This role also provides hand-on training and support for the Help Desk Coordinator position.
Provide complex IT Support relating to installation, configuration and troubleshooting of core business applications over the phone, via email or in person.
Provide a superior level of customer service which overall enhances the perception of the department and satisfaction of the user base.
Follow-up and update open issues in the Help Desk system such as time of first response, timing of escalations, time of final resolution, and time of problem follow up.
Maintains security access as requested via User Registration Forms.
Ensure that escalated issues are handled with expedience while coordinating with level two or level three team members to resolve user requests within the Service Level Agreement (SLA).
Document all reported system problems for the purpose of submitting statistical reports.
Maintains documentation and inventory assets distributed to users throughout the District.
Performs various special projects as directed.
Provides Help Desk support as needed and appropriate on-call production support.
Emergency duty may be required of the incumbent that includes working in Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, man-made or natural.
This job description reflects the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a complete description of all the work requirements and expectations that may be inherent in the position. The omission of specific statements of duties does not exclude them from the position. Management of the Health Care District of Palm Beach County reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization.
High School diploma or G.E.D. required. Associate’s degree with coursework emphasis in computer science, information systems, or closely related field preferred.
One (1) to three (3) years progressively responsible experience in supporting/troubleshooting applications and end user needs required. Solid experience supporting Microsoft Office applications, including Outlook in an Exchange environment required. Experience supporting mobile devices required. Troubleshooting experience on Macs and Windows platforms strongly preferred. Must have excellent problem solving skills and ability to effectively troubleshoot issues remotely. Must be results-focused and team-oriented with a strong work ethic. Must be customer service oriented and possess an innate understanding of technologies coupled with a deep curiosity to always learn more. Knowledge of basic networking and connectivity - DHCP, DNS, Cabling, etc.
CompTIA A+ Certification or equivalent required.
CompTIA Network+ Certification or equivalent preferred.
Valid Florida Driver’s License required.
MCP, A+, Network+ training preferred.