Demo

Deskside Support

Silverlink Technologies LLC
Tampa, FL Full Time
POSTED ON 3/28/2025
AVAILABLE BEFORE 5/28/2025

Job Details

Hi

Please go through the below job description and let me know if you are interested

Title: Deskside Support Level 2

Location: Tampa FL(onsite)

Contract

Responsibilities:

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users Classify Service Calls according to the specified options
  • Route problems to 3rd level IT support staff using knowledge base articles
  • Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.
  • Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's
  • Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
  • Troubleshoot client software and basic network connectivity problems remotely using remote access tools
  • Identify, evaluate and prioritize customer problems and complaints
  • Participate in on-going training and departmental development
  • Maintain quality standards for incident documentation and phone calls
  • Skills
  • Customer-focused
  • Thorough knowledge of troubleshooting remote access issues
  • Excellent communication skills, (active listening skills)
  • Able to articulate and speak with clear voice
  • Diplomatic and must have interpersonal skills
  • Able to understand the business s objectives
  • Able to understand and accept that the Customer s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field

Responsibilities and Duties

Responsibilities:

  • Accept & register Service Incidents
  • Classify Service incidents according to the specified options
  • Execute 1st attempt to solve the Service Incident
  • Refer Service Incident to the appropriate Resolution Owner Support Group
  • Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
  • Escalate to the appropriate management level when thresholds are violated.
  • Close Service Incident
  • Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
  • Report about Service incidents
  • Communicate response times for dispatched tickets to the customers.
  • Manage the entire service request process ensuring adherence to SLA
  • Execute service requests such as setting up NT/Outlook accounts as per the SLA
  • Process and send IT reports

Required Experience, Skills and Qualifications

Tech Skills

  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem-solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in user s
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Best Regards,

Rahul Jagtap

Sr Talent Acquisition Specialist

Silverlink Technologies

Email ID:

Contact: 1

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Deskside Support?

Sign up to receive alerts about other jobs on the Deskside Support career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$62,445 - $85,297
Income Estimation: 
$74,171 - $106,661
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$70,114 - $86,563
Income Estimation: 
$109,702 - $143,233
Income Estimation: 
$150,767 - $193,289
Income Estimation: 
$45,792 - $56,381
Income Estimation: 
$54,256 - $67,602
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at Silverlink Technologies LLC

Silverlink Technologies LLC
Hired Organization Address Los Angeles, CA Full Time
Job Details Hi Please go through the below job description and let me know if you are interested Job Title: Validation E...
Silverlink Technologies LLC
Hired Organization Address Jersey, NJ Full Time
Job Details Hi Please go through the below job description and let me know if you are interested Title: Abinitio Develop...
Silverlink Technologies LLC
Hired Organization Address Buffalo, IL Full Time
Job Details We are looking for a Java Full Stack Developer to join our team. Please review the job description below, an...
Silverlink Technologies LLC
Hired Organization Address Bingen, WA Full Time
Job Details We are looking for a Electronics Development Engineer to join our team. Please review the job description be...

Not the job you're looking for? Here are some other Deskside Support jobs in the Tampa, FL area that may be a better fit.

Deskside Support

Sira Consulting Inc, Tampa, FL

Client Support Analyst

U.S. Legal Support, Tampa, FL

AI Assistant is available now!

Feel free to start your new journey!