QUALIFICATIONS:
College diploma or university degree in the field of computer science, information sciences, or related field and/or 3+ years equivalent work experience. Exceptional knowledge of computer hardware & software for a Microsoft-based operation. Experience with Microsoft desktop and server operating systems, including Remote and Mobile services. Extensive application support experience with Microsoft Office applications. Working knowledge of a range of diagnostic utilities. Excellent communication skills, both verbal and written. Bilingual Spanish/English preferred. Able to work flexible hours. Able to perform in an empowered environment by working collaboratively with other professionals, personnel and direct service providers. Valid Florida Driver’s License or State of Florida ID card required. Must be familiar and comfortable working with diverse populations.
ESSENTIAL JOB FUNCTIONS
Establish and enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Conduct research on emerging products, services, protocols, and standards in support of Service desk technology procurement and development efforts.
Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
Manage the processing of incoming calls to the Service Desk via telephone, e-mail and other to be determined methodologies to ensure courteous, timely, and effective resolution of end user issues.
Design and enforce request handling and escalation policies and procedures.
Serve as a Customer Service role model.
Assists Chief Technology Officer with special projects.
Responds appropriately and effectively to the diversity of co-worker, consumers and stakeholders.
- Location: Family Central, N. Lauderdale, FL
- Compensation: $24.04 hr
- This is a part-time job.
- This is at a non-profit organization.
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