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IT Helpdesk Support Level III

at Great Local Employer

Pay: $40,000 to $60,000/year
Posted: 10/11/2019
Job Status: Full Time

Job Description

IT Helpdesk Support Level III

Our busy office currently has an opportunity for a professional and experienced individual to fill the role of IT Technician. In this position, the successful applicant will be responsible for maintaining the integrity of all computer workstations and associated software within the office building. The IT Technician will also be the main point of contact for employees who are experiencing computer related issues. This is an excellent opportunity for the right individual to join an established organization that has experienced significant growth recently.


  • Location: Behind Goodwill store on SR-56, Wesley Chapel
  • Hours: M-F 8-5:30, 40 hours a week
  • Be on the phone and computer 6-8 hours per day
  • Live in the Wesley Chapel, New Tampa, Lutz area
  • Have reliable transportation & insurance
  • Pass regular drug screenings
  • Pass a background check with no felony, violent or sex crime convictions.
  • Be reliable and on-time daily but flexible to work with a small team
  • Business casual office attire (slacks and nice shirt)
  • Strong written and verbal communication


  • Paid time off
  • Allowance toward healthcare insurance
  • Paid company and most national holidays


  • Provide helpdesk support and resolve problems to the end user’s satisfaction
  • Answer incoming calls from customers needing assistance
  • Monitor Service Desk for tickets assigned to the queue
  • Keep detailed notes in the contact management system
  • Follow specific troubleshooting procedures
  • Test equipment to determine the issue and warranty status
  • Assist with onboarding of new users
  • Report issues for escalation
  • Answer the phone and engage with customers in a professional efficient manner
  • Handle multiple support cases at one time
  • Schedule follow up activities for next steps in the support case
  • Respond to email messages for customers seeking help.
  • Ask questions to determine the nature of the problem.
  • Walk the customer through the problem-solving process.
  • Make quality assurance calls
  • Gain feedback from customers
  • Run reports to determine malfunctions that continue to occur

Experience & Skills:

  • 3+ year technical help desk support
  • Bachelor’s Degree in Information Technology, Computer Science or related field required
  • Industry certifications and memberships a plus
  • Ability to fill multiple roles simultaneously
  • Proven track record of maintaining IT structural integrity
  • Ability to talk on the phone with customers to handle a variety of system and computer issues
  • Write effective and professional emails
  • Type 40 WPM (test will be given to confirm)
  • Proficiency in English. Bilingual Spanish is a plus.
  • Strong verbal and written communication
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation