Job Description :
Job Title: Support Specialist
Location: Tampa, FL
Job Summary:
Provides support to end users on a variety of issues. Identifies, researches and resolves technical problems on a limited basis. Responds to telephone calls, email and personnel requests for technical support. Document, tracks and monitors the problem to ensure a timely resolution.
RESPONSIBILITIES:
Develops a strong understanding of the business and can relate problems to business impacts
Understands how to triage and prioritize issues and will escalate problems to management
Maintains a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives
Responds to alerts or emergency issues within 15 minutes during normal business hours and when on-call
Performs other duties as assigned
QUALIFICATIONS:
A High School or GED (required)
An Associate''s Degree in a related field or graduate from a technical school in information systems or information technology or related field or equivalent work experience (preferred)
REQUIREMENTS:
1+ year of experience in a helpdesk level 1 or level 2 roles in Windows operating system network environments (required)
Experienced in installing, maintaining and diagnosing client workstations, services, applications and printers in Windows operating system environments (required)
Experience working with no less than three of the following is required:
Windows 2000/XP Professional clients
Citrix Metaframe XPe ICA and/or web clients
Working in a helpdesk environment
Microsoft Office Suite
Licenses and Certifications:
At least one of the following certifications is preferred, more than one certification or - advanced certifications are a plus:
Standard Certifications
Network+
- advanced Certifications
Citrix CCA
MCSA 2000 or 2003
CCNA or CCDA
Basic Unix Administration
Skills:
Demonstrated interpersonal/verbal communication skills - intermediate
Demonstrated written communication skills - intermediate
Demonstrated customer service skills - advanced
Must be able to document work and/or incidents using standard formats - intermediate
Technology:
Microsoft Word - intermediate (required)
Microsoft Outlook - intermediate (required)
Experience working with no less than three of the following is required:
Windows 2000/XP Professional clients
Citrix Metaframe XPe ICA and/or web clients
Working in a helpdesk environment
Microsoft Office Suite - intermediate (required)
Must be able to type at least 25 words a minute for data and configuration entry - intermediate (required)