We have a hybrid Service Desk Technician for a long-term contract (with likelihood to extend) in the Orlando, FL area. The Service Desk Technician provides high level technical assistance and support for employees to resolve time sensitive IT incidents efficiently and accurately. Isolates problems, determines and implements solutions as well as diagnosis and dispatch to additional support staff. First IT point of contact to restore user’s normal service operation as quickly as possible to minimize impact on business operations.
Client Work Schedule: Monday thru Friday, 9am to 6pm Eastern
Pay: $20-$23/hr
Essential Duties and Responsibilities:
- Provides first level telephone, email, and web support for computer systems, including software, hardware and telecommunication systems.
- Manage tickets through ServiceNow, while receiving inbound technical support issues from internal company employees.
- Escalates problems to other network or system support teams when a problem cannot be easily identified and corrected in a timely manner.
- Diagnose requests and incidents and the impact and set expectations with the customer.
- Log all contacts, details and troubleshooting steps in the ITSM tool.
- Install software using SCCM application packages.
- Alert management to emerging trends in incidents.
- Follow management guidance, adhering to policies and procedures.
Minimum Education and/or Experience:
High school diploma or general education degree (GED); or up to one-year related experience and/or training or equivalent combination of education and experience.
Language Skills:
Ability to analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers or the general public.
Critical Thinking / Reasoning Ability:
Ability to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Decision Making Authority:
Ongoing supervision is provided on an “as needed” basis. Some independent judgment is necessary to select and apply the most appropriate of available procedures.
Additional knowledge and skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
