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Help Desk, Level 1

at Fleetistics

Pay: $18 to $20/hour
As you gain skill and experience compensation will increase.
Posted: 11/26/2019
Job Status: Full Time

Job Description

Technology Help Desk Support

In this role, you will provide support and training to customers utilizing GPS vehicle and asset tracking technology, dashcams, and other products and services. In addition, you will test equipment to determine functionality and make recommendations to management on how to handle challenging situations. You will be trained on the processes and systems used for the help desk. People and resources are readily available to help you gain the knowledge needed to be successful but self-learning is also important.


  • Start date is December 2019
  • Location: Behind Goodwill store on SR-56, Wesley Chapel
  • Hours: M-F 8-5:30, 40 hours a week
  • Be on the phone and computer 6-8 hours per day
  • Live in the Wesley Chapel, New Tampa, Lutz area (20 miles)
  • Have reliable transportation & insurance
  • Pass regular drug screenings
  • Pass a background check with no felony, violent or sex crime convictions.
  • Be reliable and on-time daily but flexible to work with a small team
  • Business casual office attire (slacks and nice shirt)


  • Paid time vacation
  • Allowance toward healthcare insurance
  • 11 paid company or national holidays


  • Provide helpdesk support and resolve problems to the end user’s satisfaction
  • Monitor Service Desk for tickets assigned to the queue
  • Keep detailed notes in the contact management system
  • Follow specific troubleshooting procedures
  • Follow up and proactively support customers
  • Test equipment to determine the issue and warranty status
  • Assist with onboarding of new users
  • Train customers on system functions
  • Report issues to manufacturers for escalation
  • Answer the phone and engage with customers in a professional efficient manner
  • Handle multiple support cases at one time
  • Schedule follow up activities for the next steps in a support case
  • Respond to email messages for customers seeking help
  • Ask questions to determine the nature of the problem
  • Walk customers through the problem-solving process
  • Initiative to study and learn independently
  • Make quality assurance calls to closed support cases
  • Gain feedback from customers
  • Run reports to determine malfunctions that continue to occur


  • Can do attitude
  • Good writing skills and entering case notes into the computer while talking
  • Type 40 WPM (test will be given to confirm)
  • Proficiency in English. Bilingual Spanish is a plus.
  • Strong verbal and written communication
  • Advanced troubleshooting and multi-tasking skills
  • Customer service focused  
  • Proactive
  • Positive attitude and energetic


  • $18/hr for 6 months.
  • $20/hr for 6 to 24 months
  • $22 for 24 to 36 months
  • $25/hr for 36 to 60 months
  • $27.50 for 60+ months


  • Paid company holidays after 30 days
  • Paid time off
  • Healthcare contribution