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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

IT Helpdesk Support Specialist I (Tampa)

Date Posted: 02/23/2021

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Job Description



GENERAL PURPOSE:

This position provides reliable end user computer, Blackberry, and SmartPhone support to Corporate, remote Corporate, Enterprise Support Services (ESS), and Executive staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Adheres to SYKES policies on ethics and integrity.


* Uses basic troubleshooting skills to research, identify, resolve, and respond to end user ticket requests and questions received via telephone calls, e-mail, visits, and callbacks in a timely manner, in accordance with current service level requirements. Provides accurate and creative solutions, by deviating from established policies as needed, to end user problems to facilitate end user productivity.


* Troubleshoots to resolve critical hardware and software problems for end users, including opening and rebuilding computer systems and other intricate work that is not sent out for repair. Requires some manual dexterity to use specialized tools.


* Simulates or recreates user problems to resolve operating difficulties.


* Sets up, disassembles, and moves computers, phones, peripherals, and packages, complying with enterprise standards.


* Participates in team projects that enhance the quality or efficiency of End User Support service.


* Assists in diagnosing special product-related issues and interfaces with external departments as needed.


* Provides technical writing support for documenting processes.


* Ensures all assigned tickets are processed within established End User Support (EUS) service level requirements.


* Installs and implements desktop hardware and software.


* Provides user training on Windows 95/98, Windows NT, Windows2000 and Lucent phones.


* Assists Level 1 Help Desk technicians with troubleshooting needs as necessary and acts as the Help Desk Subject Matter Expert (SME) for end user desktop and operating system needs.


* Manages and facilitates all global video conferencing standard design, implementation and support. Coordinates with Manager Corporate IT Helpdesk and Support and ensures all video conferences are conducted on time and without interruption.


* Arranges, organizes, and inventories equipment and stock when new stock arrives and old stock is disseminated. This includes supporting Asset Management projects on an as needed basis.


* Acts as the representative for the EUS department on interdepartmental projects and takes responsibility for EUS project deliverables.


* Assigns daily work tasks to intern personnel supporting the EUS department.


* May perform other additional duties and responsibilities as assigned.



Required qualifications, skills and experience

EDUCATION and/or EXPERIENCE

Associates degree and 2 years minimum experience required in a similar support environment required. Bachelor's degree in Computer Information Sciences or related field preferred. Or any equivalent combination of related training/education and experience required. Prior experience in a similar technical support role critical. Microsoft Certified Systems Engineer (MCSE) certification preferred.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

* Knowledge of Zoom, networking and Apple Mac environments.


* Ability to stay current on video and audio technologies as they relate to video conferencing.


* Ability to communicate both technologically and at a "lay man's" level the video conference decisions made as a business.


* Good general knowledge of computers.


* 2 years minimum of Windows and MS Office Support.


* 2 years minimum of LAN support.


* Ability to apply creative troubleshooting/thinking skills (more than just reading scripts).


* Strong interpersonal skills with the ability to communicate with and support all levels of employees.


* Strong sense of patience.


* Strong attention to detail.


* Ability to be flexible in an environment where priorities are constantly changing.


* Team player.


* Experience in writing user documentation.


* Experience training new users.


* Confidentiality is a must, due to the sensitive nature of your clients.


* Ability to read and interpret documents, such as procedure manuals. Ability to identify and solve basic problems in product area. Aptitude for providing positive customer service. Aptitude for imparting knowledge to others. Ability to write routine reports and correspondence.


* Knowledge of Windows 95/98, NT, Windows2000/XP operating systems, and LAN environments. Ability to stay current on all recent operating system and desktop software releases from Microsoft. Basic knowledge of laptop computers and service of the same. Ability to test product prior to dissemination. Ability to participate in team projects.


* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


* Ability to reach and crawl under desks and in tight spaces as needed.


* Ability to stay longer than regular working hours if necessary and provide 24 x 7 x 365 on-call support as needed.



PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Hiring Group

Corporate Non-Agent

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