Service Desk Technician

2 weeks ago

Orlando, United States Raise Full time

We’re Hiring Our key client is hiring and looking to add a Service Desk Technician to their team. Please check the description below and reach out to us for more details if you are interested.


Pay Rate: $28.57/hour on W2

Work Type: Onsite - Orlando, FL 32822

Duration: 2-month contract (with possible extension)


Job Overview:

  • The Service Desk Technician role is responsible for monitoring the ticket queue and working/resolving L1 tickets while assigning L2 tickets to the appropriate teams.
  • The technician is also responsible for supporting the company’s end-user working environments, including all devices on “this side of the wall” or internal to the corporate firewall.
  • They include workstations (desktop & laptops), printers and other peripherals, Video conference equipment, cell phones, and VOIP desk phones.
  • The focus is ensuring the company's desktop computing environment is stable, secure, and performing optimally.
  • Is responsible for the operational efficiency of these systems.
  • The technician is expected to provide a high level of customer service.

Key Responsibilities:

  • Provide outstanding customer service.
  • Has a strong desire to learn.
  • Be logged into the Call Center and ready to take incoming calls during standard business hours.
  • Be in the on-call rotation for after-hour support,
  • Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
  • Document all end-user requests and interactions in the ticketing system completing all steps as defined.
  • Provide technical account management for customers resolving issues and escalating when appropriate.
  • Provide fast response and maintain a high level of professionalism at all times.
  • Diagnose, troubleshoot, and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
  • Troubleshoot all inquiries regarding systems, hardware, software, and operator problems.
  • Route or escalate requests to appropriate functional teams beyond the Service Desk Team.
  • Instruct users as well as troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
  • Ability to set up, support, and troubleshoot VTC (Video Teleconference) and VOL (Video Online).
  • Provide fast response and maintain a high level of professionalism at all times.
  • Provides reports to management.
  • Build and maintain a knowledge base and document procedures.
  • Document and manage Product Development issues to resolution.
  • Lead/assist with training and quality improvement programs.
  • Collaborate with the company Engineering and all other supportive roles within the campus.
  • May also require interaction with external vendors and /or customers.
  • High level of integrity with a strong work ethic
  • Assist with other duties or projects, as assigned.

Required Qualifications:

  • Associate Degree in Information Technology.
  • Formal Windows classroom training and certifications in Microsoft technologies.
  • High level of integrity with a strong work ethic.
  • PC hardware troubleshooting skills is required.
  • Knowledge of DNS, FTP, SMTP, TCP/IP, and LDAP is required.
  • Proficient with Windows Win10 operating systems and Microsoft Office are required.
  • Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through.
  • Ability to balance priorities and work alone or in a team equally well.
  • Ability to work under minimal supervision.
  • Good organization and project management skills with attention to detail.
  • Ability to document solutions and train other staff.
  • Good verbal and written communication skills.
  • Excellent priority management skills.
  • Experience with PC hardware troubleshooting and repair skills are required.
  • Ability to travel to office and data center locations for on-site support, as needed.
  • Basic understanding of IT enterprise infrastructure such as networks, systems, telephony, and storage and the interrelationships between the components.
  • Working knowledge of Linux network fundamentals and requires a minimum of 5 years of service desk operations with proven experience in Windows technologies.
  • The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Preferred Qualifications:

  • Experience with Service Now.
  • Experience working in an agile operations model.
  • Experience working in a Microsoft 365 work environment (MS Teams, Sharepoint, Exchange Online).
  • One Microsoft desktop certification such as MCSE, MCSA, or MTA is highly desired.
  • ITIL certification desired.
  • Certifications in Windows system management are a plus.
  • Linux certification is a plus.

Regulatory Compliance Requirements:

  • Trade Compliance Access.


Raise PBC is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, ancestry, age, disability, genetics, gender identity, veterans' status, sexual orientation, or any other characteristic protected by law. Raise PBC is an equal-opportunity employer encouraging diversity in the workplace.

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