Service Desk Technician

Service Desk Technician

Visium Resources has been asked to identify qualified candidates for this contract Service Desk Technician position in Orlando, FL.

Monday - Friday, 8:00 AM to 5:00 PM (Core Business Hours)

Top 5 Skills:

• Proficiency in Windows 10/11 operating systems and Microsoft Office (including Microsoft 365).
• Strong PC hardware troubleshooting skills.
• Proactive attitude and problem-solving abilities.
• Ability to work with minimal supervision and manage time effectively.
• 1-2 years of experience with ServiceNow.

Service Desk Technician Summary:

The main purpose of this position is to support the growing number of users. This position requires the candidate to:

• 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 at different 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 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.

Essential Functions / Key Areas of Responsibility

This Service Desk Technician will operate as first and second level support to end-users running workstations and laptops. This role is expected to be proactive in managing the customer computing experience. The technician will be expected to execute plans, implement standard procedures and follow complicated instructions. They must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users. They will coordinate with other IT teams and computer specialists to resolve technical problems. They must also consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system. This includes documenting their work, executing and maintaining security standards, and handling asset management software tools.

Duties Include, But Are Not Limited To:

• Taking incoming calls during standard business hours
• Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate. Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
• Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
• Interact with external vendors hired by the IT department.
• Maintain a clean and organized IT workspace, following Lean processes implemented onsite.