IT Service Technician II

Job Description

Job Description

About Us:

We are a leading commercial interior design and solutions partner specializing in office furniture, flooring, modular walls, and acoustical products. With five locations across Florida and a dynamic team of talented, driven professionals, we are known for delivering exceptional environments and an unmatched client experience. Our people‑first culture is the foundation of everything we do, and our core values-passionate, adaptable, dedicated, coachable, and dependable-guide how we show up for our clients and for each other every day. As we continue to expand our capabilities, we are excited to welcome an IT Service Technician to our team!

The Service Desk Technician II will act as the primary point of contact for all IT incidents and service requests, prioritizing based on urgency and business impact. This role ensures that each issue or request is handled using standardized, comprehensive troubleshooting procedures, and that detailed documentation is provided for escalations to IT Security or System Administration as needed.

This position provides first-line technical support for internal staff, addressing hardware, software, and networking concerns. Additionally, the technician will assist in creating and maintaining technical documentation related to IT policies and procedures. Position is a 4-1 hybrid.

Essential functions of the position:

• Serve as the initial contact for identifying and resolving technical issues and document requests and statuses using the IT ticketing system (Ninja One).
• Handle a high volume of inbound service desk calls and interactions in a fast-paced environment.
• Apply analytical and creative problem-solving skills to tackle moderately complex issues with minimal supervision.
• Deliver outstanding customer service by actively listening, diagnosing issues, and providing timely, professional, and empathetic support.
• Perform remote diagnostics and troubleshooting, asking clarifying questions to determine the most appropriate solutions.
• Create thorough documentation for issues, resolutions, customer interactions, and diagnostic steps taken.
• Collaborate effectively with internal clients and IT team members to ensure prompt and acceptable technical solutions.
• Actively suggest and implement ideas for continuous service improvement.
• Manage the full lifecycle of support tickets, ensuring users remain informed and expectations are effectively managed.
• Maintain current knowledge of hardware, software, and general IT infrastructure.
• Assist in the analysis of recurring issues and contribute to improvements in procedures, standards, or systems.
• Evaluate and provide feedback on new tools and technologies.
• Perform additional duties as assigned.

Secondary Functions of the position:

• Ability to operate and lead under our core values and Guiding Principles:
  • Passionate
  • Adaptable
  • Dedicated
  • Coachable
  • Dependable
• Excellent attendance and punctuality required.

Supervisory Responsibilities:

NA

Travel Responsibilities:

This position requires commuting to all FL locations on average 1-2 times per month.

Associate degree in a related discipline preferred

Required Knowledge, Skills, and Abilities:

• Minimum of 2 years' experience in a high-volume service desk or IT support role.
• Committed to delivering exceptional customer service and support with consistent follow-through.
• Self-motivated, capable of working independently, and able to thrive in a dynamic environment.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical users.
• Proficient in diagnosing and resolving hardware and software issues on Windows systems, printers, mobile devices, cloud-based applications, and network connections (e.g., VPN, Wi-Fi).
• Strong problem-solving, analytical thinking, and time management abilities.
• Experience with Remote Monitoring and Management (RMM) tools (e.g., NinjaOne) and Mobile Device Management (MDM) platforms such as Intune.
• Skilled in delivering advanced support and executing technical solutions for a variety of IT systems and applications.
• Experience with Dell/HP hardware, Windows 11 configuration including employee onboarding/offboarding
• Ability to identify, categorize, and retain knowledge of various call types and resolutions.
• Proficient in Microsoft 365 (Teams, Outlook, OneDrive, SharePoint), Entra, Intune, MFA/SSO.
• Excellent interpersonal skills, with the ability to explain complex IT solutions to non-technical users and translate user needs into technical requirements.

Physical Requirements and Working Conditions:

• Work will be performed in a combination of office settings, client sites, construction environments and active job sites. Regular travel to our office locations, customer locations and vendor facilities within the region is required

What we Offer:

• Health Benefits
• Dental Benefits
• Vision Benefits
• 401-K with Company Match
• Discretionary Bonus
• Paid Maternity Leave
• Short Term Disability
• Long Term Disability
• Life Insurance
• 12 Paid Holidays
• 15 Days PTO

All offers of employment are contingent upon the successful completion of a background check and drug screening. These screenings are conducted in accordance with applicable federal, state and local laws, including the Fair Credit Reporting Act. Candidates may be required to provide written consent prior to the initiation of any screening process. A criminal record does not automatically disqualify a candidate; all results are reviewed on a case-y-case basis in relation to the responsibilities of the position.