Help Desk Technician

******** No Supplier Resumes Please. ********Job Title: Help Desk Specialist Job Location: St. Petersburg, FL – Hybrid (after 5 weeks of on-site training) Rate/Salary: $29/hr.Contract: 6+ months** **There is potential for this position to convert to full-time depending on the worker's attendance and performance. **It is a “complex” level 1 role, as the manager described it.IMPORTANT: This is a hybrid role, requiring you to be on-site in the office100% of the time during the first five weeks of training, then a minimum of 50% of your workdays each month after you complete training. There is potential for this position to convert to full-time depending on the worker's attendance and performance.Overview We are seeking a highly motivated and technically proficient professional to join our team in a high-volume, metric-driven call center within the financial services industry. This role requires an individual who can balance strong technical troubleshooting capabilities with exceptional customer service skills in a fast-paced environment. The ideal candidate will be comfortable handling a high volume of calls, meeting performance metrics, and delivering a seamless support experience to end users. Success in this role depends on the ability to quickly diagnose technical issues while maintaining professionalism, empathy, and clear communication with clients. This position will require working non-standard shifts, including nights, weekends, and holidays (voluntary).Key Responsibilities· Serve as the first point of contact for technical support in a high-volume call center environment· Troubleshoot and resolve hardware, software, and connectivity issues· Achieve defined performance metrics, including After Call Work (ACW), schedule adherence, and quality standards· Communicate technical solutions clearly to non-technical users· Document issues, resolutions, and interactions accurately· Use internal knowledge bases and tools to drive faster, more consistent resolutions· Manage time effectively in a metrics-driven call center environmentRequired Technical Skills· Identity & Access Managemento Active Directory (user and access management)o Multi-Factor Authentication (MFA) technologieso FIDO passkeys· Endpoint & Productivity Toolso Microsoft 365 and Microsoft Office Suiteo Windows OS troubleshootingo Adobe product support· Device & Mobility Supporto Mobile Device Management (MDM) technologies· Virtual/Desktop Environmentso Citrix or virtual desktop environments· Application Support o In-house/internal software troubleshootingo Web-based application troubleshootingo Browser troubleshooting· Networking & Connectivityo Foundational networking concepts, including:§ VPN§ Wi-Fi§ TCP/IP· Peripheral Supporto Printer and scanner troubleshootingPreferred Qualifications & Certifications Candidates with the following certifications or knowledge areas are strongly preferred:· Emerging AI/LLM Technologies (e.g., ChatGPT, Copilot, etc.)· CompTIA Certifications o A+ o Security+ o Network+· HDI Certifications· ITIL Certification Education Minimum of a High School Diploma/GED RequiredNotes from the hiring manager: “Complex Level 1” position – 30,000 end users / 800 proprietary financial apps plus the typical big ones (Microsoft, Adobe, etc.)More of a service desk instead of a help deskNeed to know hardware/software, know basic troubleshooting questions (i.e., Task Manager, etc.), desktop supportMust be a go-getter with sharp mental agility – must be a quick learnerA logical mindset and good attitude are keyMust practice “white glove” presence with end usersNo specific ticketing system required – will trainA+ certification helpful – not requiredOpen to recent graduates (4-yr. college or community college)Encourages working on-site more than remotely for a short period of time after the completion of trainingWhen working remotely, workspace at home must be private, quiet, and reliable (no one interfering with your work).Training: 5 weeks – on-siteMust not be “set in your ways” – must be “trainable.”Classroom-style training – need to be interactive with others and the trainer; be engaged -- ask questions, take good notesMust be on time all the time.Will take quizzes to ensure material is being retained.Activity is monitored and measured during training; it’s often referred to as “boot camp.”Will use Teams chat during training.