Help Desk Support Analyst
Vitacost.com - Boca Raton, FL

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Summary: Vitacost.com, a fast paced, international dot-com headquartered in Boca Raton, is looking for an energetic Help Desk Technician/Supervisor. While we also have two other locations in North Carolina and Nevada, you must be available to interview and work in Boca Raton'a beautiful ocean-side community between West Palm Beach and Fort Lauderdale. The IT department is comprised of approximately 50 service-oriented professionals managing the web sites, fulfillment systems/solutions, call center technologies, back office systems, networks, etc. As Vitacost.com is fast paced, future opportunities may exists inside and out of IT. You could develop into a Systems Administrator, Technical Business Analyst, Programmer, and more. We are a results driven company, so if you can accomplish positive outcomes you will be rewarded. You won't be one of 100, you will one of a few'and very visible to the organization from clerks to "C" levels.

Essential Duties and Responsibilities:
Support end-users primarily in our Boca Raton office including typical break fix, access requirements, moves, etc.
Near-entry level desktop hardware/software assistance
Email accounts
LAN access problems
Provide technical software, hardware and network problem resolution to all users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.
Troubleshoot network printer problems; pass more complex end-user problems on to Network.
Lead and help create a simple communication-SLA process for our employees nationwide'optimizing and/or replacing the current ticketing system to help our end-users the most prompt and efficient responses possible.
Assist the Systems and Network Administrators with routine tasks that could grow in complexity based on your success and abilities.
You will be one of several rotating through "on-call" status for after-hour work emergencies.

Qualifications:
Recent technical aptitude/understanding of a basic windows environment
Excellent communication and proven documentation skills
Energetic, positive, hardworking, i.e., Troubleshooting and problem solving is fun for you!
100% service-minded. Our end-users are our customers.

Complexity of Work: Moderately routine, general policies applied. Some decision-making required.
Education: Associate's or Bachelor's Degree in Computer Science or related area preferred
Experience: 2+ years Help Desk exp. or in IT needs to non- IT employees

Knowledge, Skills and Abilities:
Considerable knowledge of modern office practices and office management
Considerable knowledge of business English, spelling, grammar and math
Considerable knowledge of computer, media, phone, peripheral office equipment and word processing software such as MS Office, etc
Skill in handling multiple tasks at one time and able to prioritize accordingly
Skill in dealing with difficult clients or customers
Ability to communicate effectively, both verbal and written
Ability to maintain confidentiality
Ability to work independently on complex and confidential tasks
Ability to handle stressful situations
Ability to establish and maintain effective working relationships with employees, contacts, public, etc.

Vitacost.com - 20 months ago - save job - block
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