IT Help Desk Technician

We are seeking an energetic, customer-service-oriented Help Desk Technician to provide technical support to users efficiently and accurately. As the front line of support, you will resolve technical issues, minimize escalation needs, and deliver an exceptional experience to our clients and their businesses.

This is a full-time, in-person, technical position requiring a strong understanding of troubleshooting, computer systems, networking, and software applications. Candidates must have the ability to resolve technical issues effectively and independently while providing excellent customer service.

Responsibilities:

• Provide first-level support and communicate solutions to customer issues.
• Resolve Level 1 and Level 2 issues promptly and escalate unresolved queries as needed.
• Track, route, and redirect problems to the appropriate resources.
• Update customer data and create activity reports.
• Guide customers through problem-solving processes and follow up to ensure resolution.
• Utilize strong customer service skills to exceed customer expectations.
• Document issues and ensure proper recording and closure of tickets.
• Recommend procedure modifications or improvements for efficiency.
• Maintain and grow knowledge of help desk procedures, products, and services.
• Schedule Level 3 support when required.

Skills:

• Proven experience providing help desk or computer support services.
• Proficiency in English, with strong client-facing and communication skills.
• Familiarity with help desk software, databases, and remote control tools.
• Advanced troubleshooting and multitasking skills.
• Strong customer service focus with a commitment to high-quality results.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.

Work Location:

• Primary location is in Melbourne, FL.
• Occasional travel to other client locations within the state of Florida may be required.
• This is not a remote position.

Work Hours:

• 8-hour shifts, Monday to Friday.
• Occasional on-call and after-hours support as required.

Compensation:

• Compensation is competitive and based on experience.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Application Question(s):

• What is your salary requirement range?
• What Information Technology industry certifications or specialized skills do you have?

Education:

• Associate (Preferred)

Experience:

• Help desk: 3 years (Required)
• Windows: 3 years (Required)
• Managed Service Provider: 3 years (Required)
• Remote technical support: 3 years (Required)
• Computer networking: 3 years (Required)
• RMM (Remote management and monitoring): 3 years (Required)

Ability to Commute:

• Melbourne, FL 32935 (Required)

Ability to Relocate:

• Melbourne, FL 32935: Relocate before starting work (Required)

Work Location: In person