Help Desk Analyst - Operations Specialist

Location: Orlando, Florida
Date Posted: 01-08-2018
Operations Specialist (2nd shift 3:30PM – 12:00AM)
  • Answers, evaluates, troubleshoots, and prioritizes telephone, email, and in-person requests for assistance from end-users and customers experiencing technical problems
  • Working Knowledge of electrical, HVAC, and environmental monitoring systems used in a data center 
  • Initiates customer contact, gathers information, and documents accurately and completely all relevant information regarding issues in IT Service Management System
  • Follows up on outstanding requests; monitors and responds to tickets assigned to queues; escalates and assigns complex incidents to second-level support groups
  • Supports all of the hardware and software
  • Communicates written and verbal information effectively in both technical and non-technical terms; provides status of system outages or events to customers
  • Participates in technical writing and updates supporting Help/Service Desk documents
  • Interacts and coordinates resolution of problems with internal and external IT groups and/or vendors
  • Monitors multiple computing center systems and job processes based on customer and operational requirements.
  • Investigates operational errors to determine the cause and refers problems with possible solutions to supervisor. Takes appropriate corrective action to ensure timely completion of all scheduled work on various computer systems.
  • Maintains a positive approach to handling customer complaints; remains calm and professional when dealing with difficult customer situations
  • Displays flexibility and adaptability towards change
  • Required to work a flexible schedule, including nights, weekends, and holidays
  • Proficient in a variety of software, operating systems, and programs
  • Completes other work-related projects or duties as assigned
  • Participates in Disaster Recovery/Business Continuity Plans
  • Shift work; Required to work a flexible schedule, including nights, weekends, and holidays
Minimum Qualifications
Associate’s degree from an accredited institution in Computer Science or closely related field and one year of customer service experience in a computer support environment.
  • Customer service experience in a computer support environment may be substituted for education on a year-for-year basis
  • Associate’s degree may be substituted for four-years of recent direct job experience in a medium to large-scale enterprise IT support environment
  • A+ Certified
Certification must be issued on or after January 1, 2011, and active. Certification is good for three years from date certified. Employee is responsible for keeping certification active. Good-for-life certifications are not accepted.
  • Meeting the same conditions, this may be substituted for the following certificates:
  • These certifications may be substituted for the A+ certification
  • Cisco IT Essentials
  • Microsoft Certified Solutions Associate (MCSA)
  • ETA Computer Service Technician (CST)
  • MCP certification
  • Network+, and Server+ or
    • Industry equivalent certification such as Microsoft Certified Solution Expert (MCSE)
Employment Background Screening
Employment is subject to the successful completion of a pre-employment background investigation. This is a level-two position that involves access to information/technology systems that are sensitive in nature.

A level-two background screening includes:
  • Criminal history check
  • Fingerprinting
  • Physical (includes Drug screening)

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