IT Service Desk Technician

6 days ago

Fort Myers, United States Softworld, a Kelly Company Full time

  • Job Title: 80832 - IT Service Desk Technician

    Job Location: Fort Myers FL 33907

    Onsite Requirements: YES

    • Ticketing System Experience
    • Technical Support Experience
    • Troubleshooting various hardware and software

    Job Description:

    • The IT Service Desk Technician is a part of an amazing team led by our IT Service Desk Manager, where each day, you'll be equally challenged and prepared to support and learn new technologies
    • Working within our Ticketing System to track trends and solutions for user's issues and requests, you'll join forces with other Service desk associates, Field Technicians, and departmental staff to ensure SLAs are met and even surpassed by utilizing your outstanding troubleshooting, customer support and technical skills.
    • As a fellow IT Service Support Technician and TIS team member, you'll be able to gauge your success by measuring not just the speed with which you resolve issues but by how we learn from those issues to prevent them.

    Essential Duties and Responsibilities:

    • Provide phone support to users
    • Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions
    • Track and log all requests for service into ticket tracking DB
    • Respond to end user within specified response SLA
    • Resolve incidents and service requests within the required SLA
    • Perform problem resolution research and document solutions
    • Remotely assist with new printers, desktops, and laptops
    • Ability to Install Windows, antivirus, and drive encryption
    • Assist with company-based software deployments
    • Monitor and implement company policies, procedures, and standards to ensure compliance is met with respect to data security, hacking prevention, and protection of personal information data
    • Ability to handle job stress, interact effectively with others in the workplace, and act with honesty and composure in public
    • Other duties as required

    Education and/or Experience Required

    • 3 + Years Ticketing System Experience
    • 3 + Years Technical Support Experience
    • 3+ Years Customer Service Support
    • Associate's degree or equivalent experience
    • IT Healthcare Experience (preferred)
    • IT Certifications A+, ITIL (preferred)

    The ideal candidate will be Comfortable and Confident with:

    • 1-3 years of experience in an IT support role
    • Troubleshooting various hardware and software
    • Remote phone support
    • Experience with Active Directory
    • Familiarity with remote desktop support tools
    • Moderate network troubleshooting experience
    • A+ Certification & ITIL Foundations Certification (preferred)
    • Ability to work with minimal supervision
    • Exhibit a high level of professionalism and excellent interpersonal skills

    ** 3rd party and subcontract staffing agencies are not eligible for partnership in this position. 3rd party subcontractors need not apply.

    This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future. **

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