Help Desk Technician

Thanks for stopping by to take a look at the Help Desk role I posted here on LinkedIN, I appreciate it quite a bit. Just a quick intro...I am a real live person, not a bot or AI engine writing this Job Description. I realized, a long long time ago (in a Galaxy Far Far Away), that looking for work is about as fun as a root canal. So, if I can make it easier and less painful, I will do it. You will also see some humor scattered throughout this JD as well.

As with just about any role I work on, social fit is - in many ways - as important as the technical fit. So, you might ask....hmm....what are some of those social fit things you are talkin' about? Well, I am glad you asked...here are some:

• I am abundantly sure that there are some of you reading this that have had supervisors that monitor every KPI and every movement to granular detail. I am willing to bet that bugs the snot out of you....it would for me to. So, here, you are not going to be micro-managed. Now, sometimes...you will hear people say this and say 'yipee'. Well, keep in mind this also means you don't NEED to be micro-managed. There is an expectation that you want to do your best work and will execute on tasks from the perspective of 'if it is to be, it is up to me'.
• This is not a 'drama filled' environment. So, if you think the entire tech space revolves around everything you say and do, I am going to encourage you to look elsewhere. This is an environment where people, genuinely, get along well together. We are not seeking that help desk individual where they see everything as a crisis that requires a 4 alarm fire.

This role is being done onsite in Orlando Monday through Friday.

In addition, I can only work with US Citizens or Green Card Holders. So, if you are an OPT, EAD, F1, STEM, or anyone other than a US Citizen or Green Card Holder, I won't be able to work with you for this role.

Here is what we are seeking: We are seeking a Tier 1 IT Help Desk Technician that will be stationed at one of this client's Sarasota office.

As you might have expected, you will be responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. The technician will report directly to the IT Customer Support Manager.

You will be a part of a 3 member help desk team (you will be team member number 3) and work on issues at this particular location in Orlando, but also be working on issues across this company's 600 team member user base as well. This is not an environment with a zillion help desk tickets, however, so you won't need to hit the panic button too often.

Here are some of those key responsibilities. I won't bore you to tears with a zillion of these...so, you will see the most important ones here:

• Provide first-level contact for help desk issues at this facility as well as for the NA user base. This is where that 'customer first' and true customer support skills will come in handy.
• Track, route, and redirect issues. This will include escalation of issues as well as follow up on issues as well.
• Work on typical tier 1 trouble ticket issues. Examples are Windows OS issues, Printer troubles, router & switch issues.

Here are some of the major requirements:

• At least a year or two of Tier 1 Help Desk experience. That experience should touch on a variety of issues....OS, routers & switches, printer troubleshooting, etc.
• Basic networking skills as well as wireless network troubleshooting.
• As you might have guessed, those classic problem solving, customer service, comm skills, quality management, project planning, adaptability, and dendibility skills are going to be needed here as well.