Service Desk Orlando

Looking for an articulate, professional Level 1 helpdesk technician to work in our NOC on President’s Drive, Orlando. 

GENERAL SUMMARY:

The Tier 1 Service Desk Technician is responsible for handling first level support of service requests.  This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.  In addition to working in the NOC, this level 1 technician may go on-site as needed to perform PC hardware deployment and troubleshooting.

 Essential Duties and Responsibilities:                                             

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Service Ticketing system/application data entry and queue management
• Support of disaster recovery solutions
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Escalate service requests that require engineer level support
• Enter all work as service tickets into company systems
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• When onsite at customer locations, this Level 1 Technician will perform installations including desktop and software packages, end user moves, adds, changes and work with end user to schedule delivery and installation.

Qualifications

Knowledge, Skills, and/or Abilities Required:   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.

• Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Professional IT Certifications, such as A+ certification.
• Experience with Ticketing System
• Imaging
• Troubleshooting
• Windows 10 knowledge
• Previous NOC and Deployment experience
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment