Help Desk Technician

The incumbent in this position is responsible for providing first level support through end-user voice and electronic communications, and handling the resulting incidents and service requests using standardized incident management and request fulfillment processes. The individual demonstrates an aptitude for working with enterprise line-of-business applications and systems, and interfaces in related analysis, diagnosis and resolution of technical issues. This position is ultimately responsible for ownership of all customer incidents and requests, and tracks them to conclusion in line with the department Service Level Agreement (SLAs) and quality standards.

Bachelor’s Degree in Information Technology or a related field, or a High School diploma or equivalent GED and college-level course work plus a single current technology such as A+ OR Net+ is required. Minimum of six (6) months of experience working in a customer-facing support role within an enterprise environment is required. Possession of a valid FL Driver’s License is required. Demonstrate Excellent English written and oral communication skills. Ability to travel to all STOF Reservations and work a flexible work schedule including evenings, weekends and holidays.