Randstad Tier 1 Support - 2nd Shift in Tampa, Florida

Tier 1 Support - 2nd Shift


Tampa, FL

Date Posted:

Friday, September 30, 2016

Job Type:


Reference #:



Randstad Technologies

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The Tier 1 Helpdesk Supports (1st shift & 2nd shift) the Cloud environment and its customers. The Tier 1 Helpdesk Support is responsible for supporting, configuring, optimizing, and managing Windows Server 2012R2 and 2008R2 Active Directory domains. Tier 1 Helpdesk Support will collaborate with other Concerto team members to build and manage a complex and evolving environment, and will be responsible for maintaining and supporting these environments for high-availability, ease of maintenance, and scalability. The Tier 1 Helpdesk Support takes input from Tier 2 Support, Cloud Engineers, and Application Engineers. Tier 1 Helpdesk Support is expected to provide world class customer support to facilitate a high degree of customer satisfaction for all Cloud customers on a daily basis. Tier 1 Helpdesk Support will be expected to participate in team building exercises and develop strong team member and customer relationships. The Tier 1 Helpdesk Support will proactively look for ways to keep all time productive and will use non-customer time for personal training, internal projects and administrative tasks. Tier 1 Helpdesk Support reports to the position of Service Desk Manager.

Key Responsibilities:

  • Install, support, and troubleshoot server and workstation operating systems including Windows Server 2012R2, Windows Server 2008R2, Windows Desktop versions, Linux, and Mac OS X

  • Support and maintain large server environments; analyze and resolve problems associated with server hardware and software

  • Maintain and develop Cloud tools, templates, and systems to support a high-availability production cloud environment

  • Respond to service incidents to resolve network, operating system, and application errors in a timely manner

  • Create various administrative reports to ensure accurate and timely record keeping

  • Follow defined processes and procedures for data center and cloud computing activities, including onboarding new customers, scheduling production maintenance, and supporting cloud customers

  • Adhere to configuration/change management procedures, including changes, upgrades, patches, etc. that correspond with change control methodologies, using ITIL standards.

  • Update systems and application software as required to maintain current patches and hotfixes

  • Maintain continuous, open, consistent professional communication with customers, peers and management, and apply active listening to check understanding

  • Strive to learn new methods and technologies and apply knowledge gained to daily work

Minimum Requirements - Education, Skill & Abilities:

  • Bachelor s degree in Business, Accounting, MIS or equivalent experience

  • Minimum 1 year demonstrated experience in a Tier 1 Help Desk supporting end users in a server or desktop support environment

  • Must demonstrate a high-level understanding of Cloud Computing architecture

  • Demonstrated understanding of High Availability, Business Continuity, and Disaster Recovery concepts and requirements

  • Strong customer service skills

  • Proficient in Microsoft Office applications

  • Excellent communication and relationship building skills

  • Excellent problem solving and analytical skills

  • Strong time management and organizational skills

  • Valid Driver s License required

Preferred Requirements- Education, Skill & Abilities:

  • Experience with virtual servers (VMWare ESX or Microsoft Hyper-V) a plus

  • Prior experience with Active Directory administration and/or desktop support a plus

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