Job Description
Job DescriptionWe are looking for a skilled Help Desk Analyst to join our team in Fort Lauderdale, Florida on a long-term contract basis. This position offers an excellent opportunity to provide technical support and customer service in a dynamic and fast-paced environment. Ideal candidates will demonstrate strong communication skills, technical expertise, and the ability to thrive in a collaborative setting.
Responsibilities:
• Respond to incoming technical support requests and resolve issues promptly to ensure customer satisfaction.
• Document and track all interactions using help desk software, maintaining accurate and detailed records.
• Manage and update user accounts, institutional information, and troubleshoot website-related problems.
• Collaborate with team members to administer and maintain program websites and related systems.
• Provide guidance and support for web-based training, research processes, and specialized applications.
• Build and maintain positive relationships with customers and program participants to accomplish assigned duties.
• Remain adaptable to occasional travel requirements for office visits, conferences, or training sessions.
• Assist with special projects and contribute to team efforts to improve processes and services.
• Exhibit a meticulous approach while working in a high-paced and interactive environment.
• Perform other duties as assigned, ensuring all tasks are completed efficiently and accurately.• Minimum of 2 years of experience in technical support or customer service within a call center environment.
• Proficiency in Cisco and Citrix technologies, as well as Microsoft and Apple devices.
• Strong knowledge of configuration management, computer hardware, and deployment processes.
• Experience with Active Directory and Mac computers.
• Excellent oral and written communication skills, with a typing speed of at least 35 words per minute.
• Ability to work independently, take initiative, and troubleshoot routine problems effectively.
• Familiarity with web-based training, university-based research, or program-specific processes is a plus.
• Capability to meet physical demands such as stationary tasks and occasional equipment handling.