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Help Desk Specialist

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Orlando, FL

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Job Description The Help Desk Specialist is part of the company's Information Technology Team that answers, monitors and prioritize Help Desk calls, and resolves most non-maintenance problems with an accurate knowledge of system procedures and tools. ROLES AND RESPONSIBILITIES: -Answers Service Desk phones in a timely and efficient manner. Answers phones quickly and responds to the caller in a professional manneru00a0 -Enters, updates, and closes calls in Magic call tracking system. Opens a new call record describing the problem for each new call received. Updates and closes open calls when the problem is resolvedu00a0 -Places hardware service calls when appropriate. Accurately determines when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure. -Follows up with our restaurants and service vendors to ensure prompt service deliveryu00a0 -Practices clear, correct verbal and written communication skills with our users and service organizationsu00a0 -Resolves most non-maintenance problems with an accurate knowledge of system procedures and toolsu00a0 -Demonstrates teamwork with Senior Specialists, the Support staff, and upper management. Communicates and follows through on any job or task assigned by second level support staff in a timely and accurate manner. Keeps management informed of important issues and follow proper escalation proceduresu00a0 -Maintains a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our callers. Practice excellent customer service skills -Keeps abreast of the latest hardware and software developments offered by Restaurant Systems. Establish a thorough knowledge of the systems and procedures used by all concepts REQUIRED TECHNICAL SKILLS:u00a0 -Experience using standard word processing and spreadsheet softwareu00a0 REQUIRED EDUCATION:u00a0 -High school diploma or equivalent required OTHER KEY QUALIFICATIONS:u00a0 -Excellent communication skills - written, oral and telephoneu00a0 -Strong analytical skills & detailed orientedu00a0 -Strong organizational and follow-through skillsu00a0 -Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisionsu00a0 -Must be flexible to work nights/weekends in a 24 hour/7 days a week operationu00a0 u00a0 PREFERRED SKILLS AND EXPERIENCE: -Bacheloru2019s Degree in Computer Science, Information Technology or related fieldHelp Desk Spec . Your talent, skills and experience will be rewarded with a competitive compensation package.uf00d

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