The Academy, Computer Training Centers www.academyflorida.com IT Helpdesk position in Miami, Florida - Daytime and Nightshift Needed The Academy, is a global leader in IT certification training and development, offering several certification boot camp programs in Coding, Cloud, Cybersecurity and Project Management. The Academy is currently hiring for our IT Helpdesk to assist our staff, educators and clients. IT Helpdesk candidates are given the unique opportunity to research, and further develop their skills, while performing helpdesk activities in a dynamic, project-based setting. This candidate will address customer issues and resolve moderately complex problems in the areas of systems configuration/setup, product functionality, and systems enhancements; escalate to the appropriate team, as needed. These positions are responsible for answering technical calls, entering trouble tickets into a ticket system. Also responsible for monitoring and remotely maintaining clients through the use of Remote Management software. Possible bench work on computers brought into the office or server build outs. ESSENTIAL FUNCTIONS: • Answering technical calls and providing phone or remote support. • Creating/maintaining service tickets and knowledge databases. • Research events and alerts for potential resolutions to client and server issues. • Maintain internal systems at office and perform installations of software as needed. • Responsible for assisting with the support of Windows 10 and Microsoft Server Technologies • Responsible for documenting processes and maintaining workflow processes. • Maintaining a clean environment and support Student Service staff • Rectifying client issues through the use of our management software. • On site visits to client office for any possible support functions. IT Helpdesk candidate must be able to adjust to a rapidly changing environment and have excellent interpersonal, communication (both verbal and written) and problem-solving skills. It is essential that the individual chosen be a team player capable of success in high-stress situations. Experienced candidates are preferred. The ideal candidate must have a balance of customer service focused soft skills as well as an aptitude for the technical nature of this position. Perks and Benefits • Comprehensive Health & Wellness Benefits Package • Parental Leave Program • New Device Allowance • Socials, Outings & Retreats • Culture of Learning & Development • Flexible Working Hours • Work from Home Flexibility Training Training period is paid and it is not fixed in length, depending of knowledge/experience/performance could last not more than three and not less than one month. Job Type: Full-time Salary: $50K - 70K per year Benefits: • Dental insurance • Health insurance • Paid time off About The Academy With more than 20 years of IT training experience, The Academy is uniquely qualified to help advance your IT career. Whether you are an experienced IT Professional looking for additional skills or IT certification or you are looking to start a new career in technology, The Academy has the training you need. Our Corporate Division trains more than 2,000 IT Professionals and Developers from over 500 companies each year. Our accelerated IT Vocational programs are designed to teach you the IT career skills needed to start a new IT career in just four months – even if you have no previous technology experience. NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. Job Types: Full-time, Part-time Benefits: • Dental insurance • Health insurance • Paid time off Schedule: • Monday to Friday Supplemental pay types: • Bonus pay Ability to commute/relocate: • Miami, FL 33126: Reliably commute or planning to relocate before starting work (Required) Application Question(s): • Are you currently working ? Work Location: Hybrid remote in Miami, FL 33126 Job Requirements: • Solving computer hardware/software problems • Configure desktop software and hardware • Configure desktop hardware and software • Provide network and remote connectivity hardware/software support • Provide technical support for users of desktop hardware and software • Resolve technical hardware and software issues • Resolve computer hardware and software issues • Assist other help desk staff and technicians with hardware/software issues • Maintain help desk software and processes • Provide technical support to end users to remote users • Resolving hardware and software issues • Resolve hardware and software issues • Troubleshooting computer hardware and software support incidents • Provide user support in software and hardware applications • Supporting desktop hardware and/or software configurations • Monitor phone and help desk email • Resolve software and hardware problems • Troubleshoot hardware and software problems • Using remote control software to resolve desktop issues • Assist with hardware and software computer support to technology users