Service Desk Technician

Service Desk Technician – W2 Contract

**Role begins in Melbourne, FL after initial 3 months – Role will report to Orlando, FL**

Pay Rate: $45/hr

The Main Purpose Of This Position Is To Provide Both Level 1 & 2 Support, While Providing Project Support For Annual Projects

• Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly
• Support remote and office-based end users from office locations, provide a high level of customer service at all times.
• Work with a team of technicians, share knowledge, and provide feedback
• Have the knowledge to support today’s IT standard environments and ensure the company's computing environment is stable and performing optimally.
• Maintain the end-user working environments, that include Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
• Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM’s or any other contact with end users that require their time and support.
• Provide a high level of customer service at all times.
• Be available to travel to other site locations when required.

Minimum Requirements

• Associate’s degree focused on relevant technologies with 1-3 years’ experience
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
• Formal Windows classroom training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
• PC hardware troubleshooting and repair skills required
• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
• Proficiency with Windows Win10/11 operating systems and Microsoft Office
• A minimum of 1-2 years’ experience using ServiceNow ticketing system.
• 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 with team with minimal supervision.
• Good organization and project management skills with attention to details
• Good verbal and written communication skills with the ability to document solutions and train other staff
• Ability to travel to office and data center locations for on-site support, as needed.
• A minimum of 1-2 years of service desk operation experience in Windows technologies.
• The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
• Ability to read, analyze, and interpret technical procedures, or governmental regulations furnished in written, oral, diagram, or schedule form
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from 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

Preferred Qualifications

• Bachelor’s Degree focused on relevant technologies from and accredited university or four year college
• 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, MTA highly desired
• ITIL certification
• Certifications in Windows and Linux system management
• Experience working with ServiceNow

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