13 days old

Help Desk Support

Jacksonville, FL 32207
  • Job Code

The agent is responsible for the delivery of IT support and is routinely expected to meet and typically exceed Customer expectations. To succeed in this role the agent will require a good knowledge of IT systems and have an understanding of the current computing technologies used throughout the Organization. In addition the agent will be expected to develop and maintain operational procedures and implement IT policies as directed by the Service Desk Team Leader.

The agent will be responsible for the delivery of an IT support service to all staff. In this capacity the agent will be responsible for undertaking established and routine activities associated with Service Desk operations as directed by the Team Leader. This will include but not be limited to the following activities,

- Logging, ownership and management of IT Incidents reported by staff. The agent will be expected to own and manage the incident through the full incident lifecycle through to closure. The accurate and timely logging of all information is essential.

- The agent will implement solutions to known errors and problems as directed

- The escalation of incidents that cannot be resolved immediately by the Service Desk will be re-assigned to specialist support groups which may be either internal or external providers. In all cases the agent will continue to own and manage the call through to resolution and subsequent closure.

- Ensure that the IT Service Desk email, ESM and fax is routinely monitored and that all enquiries and requests are assigned in line with the Service Desk Operational Processes as defined by the Team Leader/Manager.

- Ensure that resolved calls are correctly closed in line with standards.

The Service Desk Analyst will assist the Team Leader with the following activities.

- The maintenance of knowledge databases used within the group.

- The maintenance of self-help documentation to be used by and accessible to all staff.

- The maintenance of standard Service Desk request forms and documentation to be used by and accessible to all staff.

-Assist the Team Leader with the management of IT Changes which are required to continually develop and enhance the IT services provided or to permanently resolve IT Problems that have had a temporary work around applied.

-Communicate and update staff on an on-going basis with regards the status of their logged incidents, problems or changes.

- Use knowledge and judgment to diagnose issues and problems as they are reported into the Service Desk and resolve these issues as quickly and efficiently as possible. Some of the reported issues and problems can be complex and may have a number of possible solutions with potentially different outcomes. The agent will be expected to analyze these alternatives with a view to implementing the optimum solution for the user. The Service Desk as a whole is expected to deliver an 80% first time fix on all reported incidents.

2 to 4 years Help Desk/Customer Service experience in a service role

Possess critical thinking skills and the ability to multi-task.

Demonstrates sound judgment, problem solving, decision making, organizational and analytical skills.

Must be a customer service focused, self-motivated professional.

Ability to be resilient and successfully perform in a fast paced, dynamic contact center environment.

Strong interpersonal skills with a positive and enthusiastic attitude.

Ability to quickly learn system functionality.

Continuous learning of new system functionality, business processes and concepts are a must.

Ability to create and maintain technical documentation.

Ability to collaborate and work well in a team-based environment.

Demonstrates poise in intense or stressful situations.

Ability to work independently with limited supervision.

Ability to work well with people of varying levels of technical abilities.

Demonstrate excellent oral and written communication skills.

Demonstrate proficiency in troubleshooting and diagnosing of computer software and hardware issues.

Ability to successfully comprehend and process matters related to clinical applications.

Possess ability to learn service management tools (Ticketing systems)


6 months to 1 years' experience in a customer service or technical support contact center with experience in rapidly shifting procedures and processes.

Minimum of 1 year of experience working in healthcare IT support with a demonstrated capability of grasping rapidly shifting policies, procedures, and processes.

Knowledge of the following would be good to have not required:

Cyber Security

Clinical App Support

Remote tools-Alteris/Dameware etc.

Microsoft applications and tools, Outlook/Exchange

Inter networking knowledge



  • Information Technology

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Help Desk Support

Randstad Technologies
Jacksonville, FL 32207

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Help Desk Support

Randstad Technologies
Jacksonville, FL

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