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Job Details

Service Desk Specialist

Company name
Cross Country Home Services, Inc

Sunrise, FL

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The help desk technician will ensure maximum user system operability by providing high quality and prompt technical support to internal and remote customers for application, hardware, software, infrastructure applications and basic networking issues.

Summary of Responsibilities

  • Handle and/or properly escalate all user incidents and requests, either on the telephone or deskside. Follow-up on all incidents and requests until they are completed, and inform the user of successful completion or resolution.

    • The user must be kept abreast of all developments until there is a successful resolution. Incidents are not closed until the user confirms that the issue has been resolved.

  • Provide detailed documented histories of all incidents, including diagnostics performed and successful solutions.

    • All incidents must have an IT Incident Trouble Ticket filled out in its entirety, including a precise explanation of the problem (including any events that preceded the issue), a verbatim error message, the diagnostic steps performed for problem determination, the results of each step and the steps taken to solve the problem. If a new solution is determined, create documentation for inclusion in the Help Desk knowledge base.

  • Create and maintain a knowledge base containing subsections for all supported software and hardware.

    • The Help Desk Representative is responsible for collecting, organizing and having accessible all available documentation on known problems with known solutions. When new procedures are implemented or solutions determined, the Help Desk Representative will create new documentation to be included in the knowledge base. The Help Desk Representative will regularly update the procedures in the knowledge base as new information becomes available.

  • Maintain the incident tracking database. Ensure that incidents are timely input, regularly updated and entered in a clear and concise manner. Provide reports as necessary.

    • Every IT Trouble Ticket will be input into the IT Incident Tracking database by the end of the day that the incident was reported. Entries into the Incident Tracking database will be factual, clear and complete. As each incident is worked, the Help Desk Representative will update with closure times or status updates. When requested, the Help Desk Technician will provide reports from the IT Incident Tracking database to IT management.

  • Maintain parts and consumable inventory, ensuring that minimum stocking levels are available at all times. Order consumables and parts from vendors with supervisor’s approval.

    • Regularly review on-hand inventory of hardware, end user licenses and peripheral equipment and consumables.. Determine and maintain minimum-stocking levels with supervisor on frequently used items. Order from vendor with manager’s approval.

  • Represent IT to user community in a professional and service-oriented manner.

    • Serve as a positive ambassador between the Information Technology Department and the organization. Demonstrate courtesy, service, respect, promptness and professionalism in every customer/user contact. Provide regular communications to users regarding individual incidents or issues affecting the entire enterprise.

  • Provide IT Operations backup support when necessary

    • Become cross-trained on basic operations procedures and provide backup support as necessary during the following events: absence of operations technician, end of month, critical system issues.

  • Work on special projects for IT senior management.

    • Successfully and timely complete projects as defined by IT senior management.

General Knowledge, Skills, Education, and Experience

  • Microsoft Windows 7
  • Hardware deployment/components, troubleshooting, imaging
  • Windows Print services
  • Exchange client support/OWA
  • Antivirus (client)
  • Wireless (client)
  • Phone support, remote support, desktop services
  • User account administration/permissions

Company info

Cross Country Home Services, Inc
Website :

Company Profile

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