Help Desk IT Support Specialist II (Remote/In-Office - Hybrid)

$49,920 - $54,080/Yr

Performant Recovery - Plantation, FL

Full-time - Entry Level

Remote - Plantation, FL

Administrative and Support Services

About the position

The Help Desk IT Support Specialist II is a crucial role within Performant, responsible for managing incoming requests through various channels including the Help Desk mail queue, phone support, and a self-service ticketing system. This position serves as the first line of support for resolving computer issues, system access problems, and application support. The specialist is expected to demonstrate strong troubleshooting skills while maintaining a high level of customer satisfaction. The role is hybrid, allowing for remote work with occasional in-office requirements at the Plantation, FL location. Candidates will primarily be recruited from Broward, Palm Beach, and Miami-Dade counties in Florida. In this position, the specialist will respond to technical issues reported by internal and external users related to applications, networks, infrastructure, or hardware. They will provide support for a suite of proprietary and custom software applications, identifying the severity and impact of issues and documenting details in the Help Desk call tracking system. The specialist will diagnose and troubleshoot issues, ensuring that service level agreements (SLAs) are met, and will alert appropriate IT staff and management of any downtime or missed SLAs. Collaboration with all IT teams is essential to find solutions or escalate issues as necessary. The specialist will communicate status updates to end users in a timely manner, proactively identify enhancements to the IT infrastructure, and prioritize open issues for resolution. They will also be responsible for learning new and existing hardware and software products, recreating problems locally, and performing basic printer and network connectivity troubleshooting. Additionally, the role includes software installation processes and support for multiple operating systems, including Microsoft, MAC, and Unix. The specialist may assist in User Acceptance Testing for new releases and provide support for the onsite desktop support team as needed. Limited travel offsite may be required, and the specialist will perform additional support duties as assigned.

Responsibilities

• Responds to incoming phone, email or web reported technical issues from internal and external users related to application, network, infrastructure or hardware.
• Provides support to local and remote employees and external clients for a suite of proprietary and custom software applications.
• Identifies severity and impact and documents details in the Help Desk call tracking system.
• Diagnoses, troubleshoots and attempts to resolve issues within identified service level agreements.
• Performs system monitoring to ensure service level agreements are met and alerts appropriate IT staff and management of any downtime or missed SLAs.
• Works in partnership with all IT teams to find solutions, and/or escalates issues to appropriate IT groups for resolution.
• Communicates status and updates to end users in a timely and consistent manner.
• Proactively identifies and recommends enhancements to the overall IT infrastructure.
• Sets priorities for open issues and escalates issues to the correct department for resolution.
• Follows through with closure of user issues.
• Learns new and existing hardware and software products.
• Recreates problems locally using varying combinations of hardware and software.
• Creates and documents workarounds.
• Performs basic printer support & troubleshooting.
• Performs basic network connectivity troubleshooting.
• Performs software installation processes.
• Escalates non-standard issues to higher level staff or management.
• Provides support for multiple operating systems (Microsoft, MAC, and Unix).
• Assists in User Acceptance Testing on new releases.
• Occasionally assists the onsite desktop support team by providing support including but not limited to physical moves, swapping out faulty equipment/phones and setting up new hires.
• Performs additional support duties as required and assigned.

Requirements

• 2+ years specific experience in applications and computer troubleshooting support and/or 2+ years of customer service experience in a 24/7 technical/production environment.
• Prior experience in using ticket-tracking applications.
• High school diploma or equivalent.
• Two-year degree or an equivalent level of advanced competence obtained through experience, education and/or training, preferred.

Nice-to-haves

• Understanding of Database technologies desired.
• Ability to anticipate problems and recommend departmental level changes and/or enhancements.

Benefits

• Medical, dental, vision, and disability coverage options.
• Life insurance coverage.
• 401(k) savings plans.
• Paid family/parental leave.
• 11 paid holidays per year.
• Sick time and vacation time off annually.