Technical Support Specialist

1 week ago

Orlando, Florida, United States Davies Group Full time

Job Overview

Davies Group is seeking a skilled Helpdesk Technician to effectively diagnose and resolve end-user hardware, software, and general technical issues promptly and accurately. Reporting to the IT Manager, your role will involve monitoring and managing the organization's computer systems and peripheral devices to ensure seamless data processing, operational runs, and batch program jobs, along with other responsibilities to maintain efficient computer operations for all users.

To excel in this position, you should possess strong teamwork abilities, excellent interpersonal skills, meticulous attention to detail, and adept problem-solving capabilities. You must be capable of working both collaboratively and independently with minimal oversight. A high school diploma is required, along with at least one year of experience in software and hardware support with Windows 10/11, and a minimum of one year in a Help Desk/IS technician role. Relevant certifications such as A+ or Network+ are advantageous. Additionally, you should demonstrate proactivity, independence, and initiative with consistent follow-through, exceptional communication skills (both verbal and written), and superior time management abilities to meet deadlines. This position is based in an office environment.

Responsibilities and Duties

  • Manage the help desk operations, ensuring appropriate utilization and distribution of all 'Service Now' requests from the user community to IS staff for resolution of computer issues and job requests.
  • Provide application and technical support to all PC users.
  • Install and maintain software and hardware on user PCs.
  • Recommend upgrades, patches, and new applications and equipment.
  • Offer support to users on an on-call basis as needed.
  • Collaborate effectively with project management, support, and other internal departments.
  • Work with users and clients to ensure accurate data in the system to facilitate efficient job functions.
  • Log and handle requested data restores in a timely manner.
  • Maintain an inventory of toners and other supplies, issuing and tracking purchase orders as necessary.
  • Assist in troubleshooting network performance issues.
  • Collaborate with developers, programmers, analysts, and designers in the conceptualization, development, and testing of new software programs and applications.
  • Maintain systems and documentation to support compliance with relevant requirements.
  • Assist across various office locations as required.
  • Uphold company values of being Dynamic, Innovative, Connected, and Succeeding Together.
  • Perform additional duties as assigned.

Experience and Qualifications

Required

  • High School Diploma.
  • At least one year of experience in software and hardware support with Windows 10/11.
  • At least one year of experience in a Help Desk/IS technician environment.
  • Relevant technical certifications such as A+ or Network+ are a plus.

Preferred

  • Experience in software and hardware support.
  • Experience in a Help Desk/IS technician environment.
  • Experience in researching and resolving data issues.

Knowledge, Skills, and Abilities

  • Proactive, independent, and capable of consistent follow-through.
  • Excellent verbal and written communication skills.
  • Strong time management skills with the ability to meet deadlines.
  • Exceptional multitasking and prioritization abilities, with excellent organizational and documentation skills in a fast-paced environment.
  • Strong team player with interpersonal skills.
  • High level of attention to detail and problem-solving skills.
  • Ability to work collaboratively and independently with minimal supervision.
  • Discretion with sensitive and confidential information.
  • Comfort in interacting with individuals at all levels within an organization.

Essential Requirements

  • Must have US work rights.
  • Must be proficient in English.
  • High School Diploma.
  • At least one year of experience in software and hardware support with Windows 10/11.
  • At least one year of experience in a Help Desk/IS technician environment.
  • Relevant technical certifications such as A+ or Network+ are a plus.

Other Duties

This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the individual for this position and is subject to change with or without notice.

Diversity and Inclusion

Davies is committed to fostering a diverse and inclusive workplace. We welcome candidates of all genders, gender identities and expressions, neurodiversity, sexual orientations, disabilities, physical appearances, body sizes, races, ages, nationalities, and beliefs (or lack thereof).

Rewards and Recognition

We embrace innovation and hold an annual competition for all colleagues to submit their ideas. The top finalists travel to the competition site to pitch their ideas to our investors. The winner receives funding to bring their idea to fruition, while runners-up receive recognition for their contributions. Many of our colleagues have transitioned into new roles to further develop their ideas and projects.

Benefits

  • Medical, dental, and vision plans.
  • 401k plan with employer matching.
  • Paid Time Off, Sick Leave, and Paid Holidays.
  • Life insurance, short-term, and long-term disability plans.
  • Supportive Executive and Senior leadership along with fantastic colleagues.

Position Type, Work Environment, and Physical Demands

This is a full-time, in-office position that primarily operates in a professional office environment, utilizing standard office equipment such as computers, phones, printers, photocopiers, and scanners. The role requires prolonged periods of sitting at a desk while working on a computer. Regular communication is essential, requiring the ability to hear and speak. This position is largely sedentary, necessitating the ability to sit at a desk, reach outward, use a phone, and operate office equipment.

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