71 Help Desk jobs in Tampa

Description
Looking for a Help Desk Technician I to join our team for a hybrid role. In this entry-level position, you will be the first point of contact for our clients experiencing IT issues. You will provide technical support for hardware and software, troubleshoot and resolve various technical problems, and deliver top-notch customer service. If you're passionate about technology and eager to help others, this role is a great opportunity to kickstart your career in IT.
Duties and Responsibilities:
Active participation in the Help Desk 1 phone queue
Provide first-level contact to end users in a clear and professional manner
Create and accurately code service tickets
Identify and redirect urgent tickets to the appropriate resources
Work through assigned tickets and enter appropriate time entries
Troubleshoot and resolve end user or infrastructure technical issues
Follow up with customers and see problems through to resolution
Ensure proper recording, documentation, and closure of ticket information
Maintain awareness of ongoing issues and be proactive in customer notification
Recommend modifications or improvements to client environments
Properly escalate unresolved tickets to the next level of support
Preserve and grow your knowledge of Help Desk procedures, products, and services
Onsite dispatching as needed or directed
Active participation in the On Call rotation
Competencies:
Strong written and verbal communication skills
Basic understanding of computer systems, networks, and troubleshooting techniques
Ability to work independently and as part of a team
Customer-oriented mindset with a passion for helping others
Previous experience in a customer service or technical support role is a plus, but not required
Ability to lift equipment
Requirements
A few months of MSP experience, Active Directory, MS Windows 10, Basic Troubleshooting, Microsoft Windows, Service Desk Tickets, Cisco Firewall, Networking, Dell Workstations. Must be able to travel locally to client sites for networking and computer installs. Mileage will be covered.
Technology Doesn't Change the World, People Do.®
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Job Title: MSP Help Desk Technician 1

Department: Operations / Help Desk Services

Reports To: Service Desk Coordinator

Job Type: Permanent, full-time position

Job Location: Plant City, FL

Pay Details: Starting at $38,500.00 annually plus bonuses for certificate completion

ACTS360 is looking for a dedicated MSP Help Desk Technician I to join our team. In this entry-level position, you will be the first point of contact for our clients experiencing IT issues. You will provide technical support for hardware and software, troubleshoot and resolve various technical problems, and deliver top-notch customer service. If you are passionate about technology and eager to help others, this role is a great foundation for your career in IT.

Please Note: This is an active and ongoing job opening. We are continuously seeking talented individuals to join our team. The duration this posting has been open does not reflect the urgency or importance of the position. We encourage all qualified candidates to apply, regardless of the posting date.

Responsibilities:

• Respond to customer inquiries and provide technical support via phone or email.
• Diagnose and troubleshoot hardware, software, and networking issues.
• Document and track issues and resolutions in our ticketing system.
• Assist in the setup and installation of hardware and software.
• Conduct follow-ups to ensure customer satisfaction after resolving issues.
• Collaborate with team members to escalate complex technical issues as needed.
• Active participation in the On Call rotation.

Requirements

• Strong written and verbal communication skills.
• Basic understanding of computer systems, networks, and troubleshooting techniques.
• Ability to work independently and as part of a team.
• Customer-oriented mindset with a passion for helping others.
• Ability to lift and install IT equipment.
• Must be authorized to work in the United States.
• In-office and on-site presence during regular business hours (Monday - Friday, 8 AM - 5 PM)

Preferred Qualifications:

• Previous experience in a customer service or technical support role
• Completion of relevant IT certifications such as A+, Network+, Security+, and / or MS-900

Please Note: Successful applicants may be required to undergo a reference and background verification check as part of the interview or onboarding process.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) and Matching
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Req ID: RQ204759

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: None

Job Family: Help Desk

Skills:

Customer Service,Information Technology (IT),Troubleshooting

Certifications:

CompTIA - Security+ - CompTIA - CompTIA

Experience:

1 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT is seeking energetic and reliable professionals to join the GDIT/ARMA-GLOBAL Managed Services Support Center as a Part Time Service Desk Representative. The candidate will provide a critical role on the Managed Services Support team as the voice representing our services. In this role you will be responsible for answering incoming calls, answering emails, and following up with customers in accordance with company policies and procedures to solve customer issues and escalating issues to the next tier of support, when required. Our Managed Services Center team is the first point of contact for customers and should have a high level of commitment to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided.

This is a remote work position serving as a Tier-1 Help desk Technician scheduled for Part Time work. The typical work schedule is Sat and Sunday from 7pm to 7am EST for a total of 24 hours per week (Night Shift) . Personnel must, have dependable internet service, and have a quiet location free of noise and disruptions to perform these functions when working remote.

Functional duties include:

• Applicants must exhibit customer service skills which include the ability to communicate effectively, being action-oriented, exhibiting patience, taking ownership, managing time wisely and working effectively both independently and in a team environment.

• Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies

• Taking phone calls from end users, creating a ticket and working to categorize the request, helping them resolve the request or problem.

• Process tickets in accordance with provided processes and standard operating procedures

• Create, monitor and track and respond to tickets as assigned, using established tools

• Will support test events related to products and services. Knowledge, Skills and Abilities

• Familiar with service desk ticketing systems, ServiceNow and terminology (incident, service request, change) is desired

• Ability to track and identify positive and negative trends

• Ability to recognize issues and problems needing escalation to higher tiered support

• Ability to follow processes and procedures outlined in sustainment documentation

• Must be technically inclined and experienced with browsers, mobile devices, laptops, personal computers and installing applications on all items

Other Desired Qualifications:

• Help Desk related experience preferred

• Exposure to Active Directory or other Identity Access Management (IdAM) system is desired

• Experience installing applications on Windows, Mac, Android and Apple iOS devices

• Service now ticketing system experience

• Any IT certifications for MS Windows, Red Hat, AWS, MS Azure, are desired

Certification Requirements:

• DoD 8570 IAT-2 or higher (SEC+ or higher) compliance required

Qualifications:

• Minimum 1+ years related IT systems experience/exposure

• Candidate must have reliable internet services to ensure remote work actions can be performed. In the event of an ISP service outage, candidate must be able to find suitable internet service.

GDIT Is Our Place:

• Internal mobility team dedicated to helping you own your career

• Cutting-edge technology you can learn from

The likely hourly rate for this position is between $18.70 - $25.30. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

**Req ID:** RQ204759
**Type of Requisition:** Regular
**Clearance Level Must Be Able to Obtain:** None
**Public Trust/Other Required:** None
**Job Family:** Help Desk
**Skills:**
Customer Service,Information Technology (IT),Troubleshooting
**Certifications:**
CompTIA - Security+ - CompTIA - CompTIA
**Experience:**
1 + years of related experience
**US Citizenship Required:**
Yes
**Job Description:**
GDIT is seeking energetic and reliable professionals to join the GDIT/ARMA-GLOBAL Managed Services Support Center as a Part Time Service Desk Representative. The candidate will provide a critical role on the Managed Services Support team as the voice representing our services. In this role you will be responsible for answering incoming calls, answering emails, and following up with customers in accordance with company policies and procedures to solve customer issues and escalating issues to the next tier of support, when required. Our Managed Services Center team is the first point of contact for customers and should have a high level of commitment to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided.
This is a remote work position serving as a Tier-1 Help desk Technician scheduled for Part Time work. **The typical work schedule** **is Sat and Sunday from 7pm to 7am EST for a total of 24 hours per week (Night Shift)** **.** Personnel must, have dependable internet service, and have a quiet location free of noise and disruptions to perform these functions when working remote.
**Functional duties include:**
- Applicants must exhibit customer service skills which include the ability to communicate effectively, being action-oriented, exhibiting patience, taking ownership, managing time wisely and working effectively both independently and in a team environment.
- Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies
- Taking phone calls from end users, creating a ticket and working to categorize the request, helping them resolve the request or problem.
- Process tickets in accordance with provided processes and standard operating procedures
- Create, monitor and track and respond to tickets as assigned, using established tools
- Will support test events related to products and services. Knowledge, Skills and Abilities
- Familiar with service desk ticketing systems, ServiceNow and terminology (incident, service request, change) is desired
- Ability to track and identify positive and negative trends
- Ability to recognize issues and problems needing escalation to higher tiered support
- Ability to follow processes and procedures outlined in sustainment documentation
- Must be technically inclined and experienced with browsers, mobile devices, laptops, personal computers and installing applications on all items
**Other Desired Qualifications:**
- Help Desk related experience preferred
- Exposure to Active Directory or other Identity Access Management (IdAM) system is desired
- Experience installing applications on Windows, Mac, Android and Apple iOS devices
- Service now ticketing system experience
- Any IT certifications for MS Windows, Red Hat, AWS, MS Azure, are desired
**Certification Requirements:**
- DoD 8570 IAT-2 or higher (SEC+ or higher) compliance required
**Qualifications:**
- Minimum 1+ years related IT systems experience/exposure
- Candidate must have reliable internet services to ensure remote work actions can be performed. In the event of an ISP service outage, candidate must be able to find suitable internet service.
**GDIT Is Our Place:**
- Internal mobility team dedicated to helping you own your career
- Cutting-edge technology you can learn from
The likely hourly rate for this position is between $18.70 - $25.30. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at Opportunity Employer / Individuals with Disabilities / Protected Veterans

The Help Desk Technician position is responsible for providing technical assistance to clients related to computer hardware and software. This is a hybrid or remote position.

A successful candidate need not have years of experience in the field but must have a passion for technology and an eagerness to learn new skills.

WHAT YOU'LL DO:

• Provide 1st level support for desktops, laptops, printers, and other computer related devices both remotely and on site.
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents.
• Troubleshoot and resolve system hardware and software problems.
• Document processes and procedures as required.
• Participate in on call rotation.
• Performs other duties and responsibilities as assigned by the MSP Manager.

LOCATION:

Remote/Hybrid, but needs to live near

• Jacksonville FL
• Tampa FL

WHAT YOU'LL NEED:

• Must have a passion for technology and learning.
• Must exhibit a clear, friendly, professional phone manner.
• Must have excellent verbal and written communication skills. This includes the ability to explain technical terminology to non-technical end users.
• Able to handle multiple assignments with attention to detail.
• Must have experience in Microsoft Windows Desktop Operating Systems
• Must have reliable transportation
• Must be able to physically lift and move existing and new PC system components.
• Following Skills not required but are a Plus
  • A+
  • Sec+
  • network+

TAKE THE NEXT STEP

• Don't miss this opportunity! Apply today, as this position is expected to be filled rapidly.
• Our dedicated Recruiting Manager, Buck Flowers (US Marine Corps), will personally review your application - no automated systems here! We value your individuality and want to ensure a human touch in our hiring process.
• If we identify a mutual fit, our team will contact you to share more about the hiring company, answer your questions, and provide insight into this exciting role. If you don't hear back within three days, please email your Manager:

Description & Requirements

Maximus is currently hiring a Clinical Help Desk Administrative Coordinator to support the Oregon MED (Mental Emotional Disabilities) project. The Clinical Admin will handle administrative help desk duties such as answering phone calls, scheduling appointments/assessments, emails, faxes, follow-ups and reviewing documentation.

About the Program: We partnered with Oregon DHS manages in-person eligibility reviews for people that may be experiencing mental illness along with possible physical needs for the Aging and People with Disabilities (APD) Program. Through the mental or emotional disorders (MED) Review Process, we give DHS accurate review recommendations of an individual's primary need for services. Our assessment enables DHS to make informed program eligibility decisions based on a clear and accurate understanding of which programs may best address an individuals unique needs.

Why Maximus?

- Work/Life Balance Support - Flexibility tailored to your needs!

- • Competitive Compensation -Bonuses based on performance included!

- • Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- • Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- • Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

- • Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- • Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- • Tuition Reimbursement - Invest in your ongoing education and development.

- • Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- • Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- • Professional Development Opportunities-Participate in training programs, workshops, and conferences.

- •Licensures and Certifications-Maximus assumes the expenses associated with renewing licenses and certifications for its employees.

Essential Duties and Responsibilities:
- Provide customer support to internal and external customers
- Responsible for assigning and coordinating referrals for contract work to appropriate parties
- Computer data entry
- Perform all job duties in compliance with Person First standards, HIPAA guidelines, and company confidentiality policies and procedures.
- Complete assignments within established compliance standards and timelines
- Monitor multiple work queues daily to ensure cases move quickly through each process stage.
- Identify and resolve data errors
- Performs other related duties as assigned.

Required Skills/Abilities:
- Excellent written and verbal communication skills
- Excellent interpersonal and customer service skills
- Proficient in Microsoft Office Suite
- Excellent organizational skills and attention to detail
- Ability to work in a fast-paced environment
- Ability to work independently

Minimum Requirements

- High School Degree or equivalent and minimum 1 year of relevant experience, or Associate Degree
- Clinical office experience preferred

- Minimum of three (3) years of experience in customer service supporting clients in fast-paced, healthcare or administrative environments, with a focus on problem resolution and clear communication.

Preferred Requirements

- Skilled in creating and maintaining schedules for multiple individuals

- Strong ability to multitask and adapt to changing priorities

Home Office Requirements

- Maximus provides company-issued computer equipment and cell phone

- Reliable high-speed internet service

- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity

- Minimum 5 Mpbs upload speeds

- Private and secure workspace

#ClinicalServices #LI-Remote

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

14.00

Maximum Salary

$

19.20

Job Description

Work Location : This is a hybrid position, applicants must be able to work remotely for scheduled phone shifts and on campus at the IT Walk-Up Desk in the USF Tampa Campus Library for scheduled walk-up shifts.

Hours : This is a parttime position for shifts scheduled specifically during weekends and nights. Shifts are three-hour blocks of time scheduled during these hours:

USF Spring and Fall Semesters (usually from late August to early May):

• Saturday: 9am to 6pm
• Sunday: 3pm to 12am
• Monday to Thursday: 5pm to 2am

USF Summer Semesters (usually from early May to late August):

• Saturday: 9am to 6pm
• Sunday: 11am to 8pm
• Monday to Thursday: 1pm to 10pm

Additional Information for Applicants:

• Selected applicant must have a valid Florida Driver's License and have their own reliable transportation.
• Average Number of Hours per Week: 18-24 hours per week
• Schedule: Must have availability during the hours described above.

Organizational Summary:

Located in the vibrant and diverse Tampa Bay region of Florida's gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation's largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S. News and World Report's list of best universities, which it ranks as the 44th best public university in America.

USF is proud to be an innovating partner within the Tampa Bay region, listed by Forbes as the top emerging tech city in the country.

USF Information Technology (USF IT) provides technology services and support for the University of South Florida. The IT team, led by the Vice President and CIO, provides the following services: Administrative Services, Client Support, Communication Services, Teaching and Learning, Analytics and Reporting, Mobile and Web Services, Consulting Services, Cybersecurity Service and Research Technologies. For more information, please visit: USF Information Technology

Additional Info for Applicants:

The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

Responsibilities

DUTIES:

Please note that the following description of duties is not exhaustive:

• Employee will provide technical support for hardware, software, and end user inquiries primarily via in-person interactions; phone, chat, and email interactions will be secondary.
• Enter and update trouble tickets in the Desktop support database.
• Create documentation on install processes, troubleshooting techniques and specific problem resolution for use by fellow co-workers.
• Support academic system software residing on local user PC's, smart phones, tablets, servers, and networked devices.
• Provide technical support to events held in the building.

Qualifications

Minimum Qualifications:

Must be current USF student during the appointed semester, and meet the requirements of USF

Preferred Qualifications:

• Windows 7 through 11 and Mac OSX experience
• Basic computing experience in a formal or informal job capacity.
• Mobile device experience including Apple and Android.
• 1-year professional computing experience.
• 1-year of customer service experience.
• 1-years college experience.

Special Skills/Training:

• Knowledge of principles and operation of computer systems and related peripheral equipment.
• Ability to analyze and troubleshoot client issues via multiple contact methods.
• Ability to learn and adapt to a dynamic technical environment.
• Excellent time management skills.
• Critical thinking and problem-solving skills.
• Strong communication skills with fellow coworkers, management, and other groups within the USF Information Technology department.
• Ability to function with a diverse team with a large workload.

About Us

Working at USF

With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF's rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida's best large employers, ranked No. 1 among the state's 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.

About USF

The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medicine as the No. 1 medical school in Florida and in the highest tier nationwide. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $38 million in research funding in 2024 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of more than 6 billion. USF's Division I athletics teams compete in the American Athletic Conference. Learn more at

Compliance and Federal Notices

This position may be subject to a Level 1 or Level 2 criminal background check.

Applicants have rights under Federal Employment Laws:

Family and Medical Leave Act (FMLA)

Applicants for USF employment are entitled to request reasonable accommodation(s) in the application process. A request is to be made at least five (5) working days prior to the time the accommodation(s) is needed. Visit the Central Human Resources ADA Accommodations webpage for more information on requesting an accommodation during the application/interview process.

IT Service Desk
Work Location: Remote

Description
Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. The Technology Specialist has the experience and knowledge to resolve most complex problems.
Essential functions:

• Assist customers via phone, instant messaging and ticket support
• Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware
• Analyze, document, and resolve issues and requests
• Refer more complex issues and requests to more senior Technology Specialists
• Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service
• Utilizes scripts and available tools when assisting customers
• Provide input to and modifies department documentation

Requirements:

• Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
• Basic understanding of the following:
• Mainframe Operating Systems.
• Linux/Unix Operating Systems.
• Telephony Support Applications (Cisco Call Manager, etc.)
• Remote Connectivity Applications (Citrix, etc.)
• Faxination Solutions
• Microsoft Sharepoint
• Video Conferencing solutions and software (Picturetel, etc.)
• Ability to manage tasks independently and take ownership of responsibilities
• Ability to learn from mistakes and apply constructive feedback to improve performance
• Ability to communicate technical information clearly and articulately
• Ability to adapt to a rapidly changing environment
• High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
• Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
• Technical Help Desk or Call Center experience.
• Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
• Ability to manage tasks independently and take ownership of responsibilities
• Ability to learn from mistakes and apply constructive feedback to improve performance
• Ability to communicate technical information clearly and articulately
• Ability to adapt to a rapidly changing environment
• Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.

Required Experience:
1+ years of relevant work experience

Preferred Education:
Bachelor's degree in a related field

Required Education:
High school diploma or GED

#DICE

IT Service Desk Supervisor

Job Description:

The IT Service Desk Supervisor leads a team of Analysts responsible for providing direct IT support to end users. The Supervisor will be responsible for the daily Service Desk operational processes for Access, Change, Event, Incident, Knowledge, and Request Management. The Supervisor will work with the ITSO Manager to ensure Requests are fulfilled and analyzed, Incidents and Problems are escalated, resolved and reported. Coverage includes all Rooms To Go Stores, Manufacturing Facilities, Distribution Centers, Corporate Centers and remote users based both in the US and Puerto Rico markets.

The successful candidate will possess aptitude for teamwork, analysis, and resolution of issues. The candidate will possess a passion for operational excellence, and will have excellent interpersonal and soft skills, to liaison with both IT and Business departments.

Responsibilities:

• Immediate Supervision of the IT Service Desk team (5-10 analyst), their supported services, and functions.
• Ensure a high level quality of service (call monitoring, tickets documentation auditing, review transfer tickets, review and approve normal changes).
• Ensure effective resource management of staffing and skill levels are maintained throughout operational hours by forecasting and managing shift staffing schedules.
• Supervise staff training, providing management weekly updates on progress.
• Produce staff quarterly and annual reviews.
• Participate in on-call duties.

Qualifications:

• Three or more (3+) years of professional work experience in IT support or technology team.
• Two or more (2+) years of IT leadership experience.
• Candidates need to have verifiable expertise with:
• Mentoring and coaching others.
• Windows Desktop OS, Windows Mobile OS, Mac OS
• Local Area Networks, TCP/IP, Wireless technology
• Microsoft Office products, Adobe products
• User & Security Group Active Directory administration
• Knowledge of various smartphones (iPhone, Android, Windows)
• Remote Desktop and VPN for assisting remote users
• Troubleshooting laptops, desktops, tablets, printers, phones, thin client devices, network connectivity, wireless LAN connectivity and mobile devices
• Citrix Environment
• VoIP systems
• Candidates should be familiar with:
• Call center technology
• IT systems and terminology, including; Storage, Network, Applications, Database, Mobile Devices, Desktops, Active Directory.
• IT Security Best practices.
• Supporting retail, point of sale and distribution centers.
• Payment Card Industry Standards.
• Bachelor's degree in Computer Science or Information Systems, or an equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities to accomplish job description.
• ITIL Foundation.
• Preferred formal training and/or certification in:
• A+
• Network+

Founded in 1991, Rooms To Go is one of the largest and fastest growing furniture retailers in the US with over 250 stores in ten southern states, eight distribution centers and an e-commerce business. Rooms To Go offers a collaborative work environment within a supportive culture.

Rooms To Go Benefits:

• Medical, dental, and vision insurance
• 401(k) with company match
• Associate discounts including furniture
• Company paid life and disability insurance
• Paid time off
• Employee Assistance Program
• Wellness Programs
• And more!

Rooms To Go is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

Applicants must be authorized to work in the U.S.