(800) 774.8036 | (407) 515.6020

Computer Support Specialist

Orlando, FL
Date Added: January 23, 2023
 
Software Resources has an immediate, contract job opportunity for a Computer Support Specialist with a major corporation in Orlando, FL.

Provides full first-level 24/7 support over the phone and email for all team members as well as 3rd party vendors and remote users. Includes troubleshooting, escalating, and resolving problems, generating and monitoring trouble tickets (via the incident management system) and serves as the single point of contact for all technology related issues. Periodically participates in creation of knowledge articles. May be required to perform daily scheduled AS400 procedures following documented processes to comply with audit controls.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Provides customer service as the primary interface between Technology and the business. Logs, assigns, prioritizes, and follows up on trouble tickets and requests using the incident management software. Communicates ticket updates, ETA’s, resolution explanations and outage notifications with the business. 40%
• Resolves user permission issues on multiple systems including, but not limited to, ISeries, Windows, VPN and industry standard applications. Resolve issues including application errors, Outlook issues, and Point of Sale problems. Assist users that experience printing issues and escalate when necessary. 25%
• Troubleshoot basic technical problems via phone and email concerning network, PC hardware and software including industry standard applications and UO custom applications, cell phone, desk phone, Point of Sale systems for foods, merchandise and ticketing utilizing prior work experience, knowledge and training. 20%
• May be required to perform daily and weekly scheduled AS400 operations procedures including, but not limited to, tape management, daily financial processing and reporting for foods, merchandise and ticketing as well as ISeries maintenance and monitoring. 10%
• Create and submit Knowledge Base articles for review which will be used to provide quicker customer support in future interactions. These articles may be technical and non-technical in nature.
5%
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities.
• Perform other duties as assigned

RELATIONSHIPS OUTSIDE WORK UNIT: Exchange of information, which occasionally requires tact and/or diplomacy. Maintain confidentiality of sensitive information such as financial, personal data and future projects.

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, skills, and/or abilities (KSAs) required.
• Experience in a theme park technical support role.
• Experience and knowledge of supporting networked computer systems, Windows 7 and above operating systems, Active Directory and Microsoft Office 2010 and above.
• Knowledge of Point of Sale systems, VPN and AS400/ISeries is required.
• Experience and knowledge of computer and computer related hardware devices. Including desktops, laptops, tablets, smartphones and point of sale devices.
• Experience and knowledge using an industry standard Information Technology Service Management (ITSM) tool for logging issues and requests.
• Strong customer/team interaction skills.
• Good verbal and written communication skills.
• Detail oriented.
• Pleasant phone voice and demeanor.
• Ability to multi-task in a fast paced office environment.
• Professional Business communication and interpersonal skills.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write detailed correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other team members of the organization.

MATHEMATICAL SKILLS: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed and at times, involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations as well as problems that are undocumented and fairly complex as technology evolves and new systems implemented.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Consistent attendance is a job requirement.

EDUCATION: High school degree or GED is required. Associate’s degree (AA) is preferred.

CERTIFICATIONS, LICENSES, REGISTRATIONS: CompTIA A+ and/or Net+
certifications or comparable is preferred.

EXPERIENCE: 2+ years of experience in Customer Service or Retail service environment or equivalent combination of education and experience.
1+ year’s previous Service Desk experience with PC hardware, software, Knowledge of Microsoft operating system and Microsoft Office is required.
1+ years of experience in a theme park technical support role.

ON-THE-JOB TRAINING: Minimum of two weeks on the job training required.

ADDITIONAL INFORMATION: Works with 3rd party vendors, remote users and communicates with customers including, at times, executives. Solid written and verbal skills are a must.

Don’t delay. Join the Software Resources team today!
Software Resources specializes in connecting talented IT professionals with challenging job opportunities that transform jobs into careers.
To meet our clients hiring needs, we continuously source talented IT Professionals with all levels of expertise and in all disciplines. We offer world class major medical, dental and vision benefits, 401(k) with match, short term disability, Life Insurance and AD&D. You, our future employees, can make a tremendous difference to our company and our clients. Please apply to this job and experience the Software Resources difference. You can view all of our jobs at https://www.softwareresources.com/careers/
Company Overview
Software Resources is a national staffing and recruitment firm delivering the best candidates to our clients and the best jobs to our candidates since 1992.
We are a certified woman owned business in business to place contract, contract-to-hire, and direct-hire talent in Technology (IT, creative, marketing), finance, accounting, and executive-level positions. We serve many vertical markets including Entertainment/Media, Cruise Industry/Leisure travel, Hospitality, Government, Personal Care, Professional Services, Energy/Utilities, Security, and Financial Services.
Headquartered in Lake Mary, FL in the Orlando metro area, we have branches and sales professionals across the US. Wherever you’re located and whatever the need, count on Software Resources to provide exceptional candidates who are fully vetted and ready to go. Call (800) 774-8036 or visit us online at https://www.softwareresources.com/ and leave the recruiting to us!

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