Help Desk Specialist

RESPONSIBILITIES:Kforce has a client seeking a Help Desk Specialist in West Palm Beach, FL.Responsibilities: In this role, the Help Desk Specialist will provide first level assistance to clients Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process The Help Desk Specialist will direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures As a Help Desk Specialist, you may be asked to run data reports from our AS400/UNIX environmentSupport Sources used to report issues: 80% Phones- Specialist should expect to accept 30-50 calls a day 5% Email 10% Console (IVANTI Service Desk, Remote Work) (On a daily basis, the Help Desk specialist will generate anywhere from 25-50 Tickets a day; (First Call Resolution (FCR) and Escalation) FCR = 85%REQUIREMENTS: Minimum of 2 years of experience working a Help Desk\Call Center environment; Help Desk experience in a medium-large Microsoft Windows environment (1000 + users) Proven experience as a help desk specialist or other customer support role Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in English Willingness to learn Excellent communication and documentation skills Customer-oriented and cool-tempered Schedule flexibility Must be able to multi-taskKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.