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Service Desk Tech

Lake Mary, Florida 32746

Post Date: 06/19/2018 Job ID: 6354 Industry: Information Technology Management

Position Summary:
  • This position is based out of the Lake Mary, FL “ Greenwood” location with phone support of desktop, laptop computers, applications and related technology. 
  • Support includes but is not limited to: Phone support addressing technical issues, excellent customer service, and remote desktop access to aid in troubleshooting hardware and software issues.

Duties and Responsibilities:
  • Answer and resolve or escalate incoming Service Desk support calls.
  • Properly diagnose hardware and software problems.
  • Record problem systems and status information using ServiceNow and Service Management Process.
  • Use ServiceNow to document, prioritize, and track requests.
  • Documenting systems, processes and procedures.
  • Primary responsibility is end user support and customer service.
  • Follow standard Service Desk operating procedures; accurately log and resolve all tickets using ticket tracking software.
  • Troubleshoot and resolve issues associated with PC’ s, laptops, network, local servers, printers, remote access and file shares.
  • Respond to requests for technical assistance via phone, or electronically using RDP software.
  • Log all Service Desk interactions
  • Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources.
  • Track and route problems and requests and document resolutions.
  • Become familiar with each department and their respective applications.
  • Learn fundamental operations of commonly used software, hardware, and other equipment

Minimum Qualifications:
  • High School Diploma or GED
  • Experience in Service Desk Support environment via phone.
  • Experience includes Windows 7, MS Office 2010-365, VPN, Encryption, Anti-Virus, RSA
  • Ability to troubleshoot and resolve break/fix and configurations problems with PC/Laptops in a Windows XP, Windows 7 network environment.
  • Experience with using a Trouble Ticket system
  • Must be available to work one Saturday monthly, frequency may vary based on business needs.
  • 24/7 on call rotation one week per quarter, between 6PM and 7AM.

Preferred Qualifications:
  • Excellent interpersonal and customer service skills
  • Ability to manage time effectively, multi-task and adapt to changes quickly in a fast-moving environment.
  • Able to work a flexible schedule, weekends, holidays or on call as needed.
  • Bachelor’ s degree from an accredited college; or related experience and/or training; or equivalent combination of education and experience is considered a plus.
  • Friendly presence and helpful attitude; good interpersonal and presentation skills and ability to work well with others.
  • Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
  • Excellent oral and written communication skills.
  • Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
  • Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Ability to work around problems and come up with creative solutions.
  • Ability to work with or without direct supervision.



Korynn Stark
IT Recruiter

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