IT Service Desk Technician

Job Title: IT Service Desk Technician

Job Location: Fort Myer, FL 33907

Onsite Requirements:

• 3 years' experience in technical support


• Active directory and ticket management


• Software, hardware and some networking troubleshooting experience

Job Description:

Summary:

• The IT Service Desk Technician is a part of an amazing team led by our dynamic IT Service Desk Manager, where each day, you'll be equally challenged and prepared to support and learn new technologies!


• Working within our VOREX Ticketing System to track trends and solutions for user's issues and requests, you'll join forces with other Service desk associates, Field Technicians, and departmental staff to ensure SLA's are met and even surpassed by utilizing your outstanding troubleshooting, customer support, and technical skills.


• As a fellow IT Service Support Technician and TIS team member, you'll be able to gauge your success by measuring not just the speed with which you resolve issues but by how we learn from those issues to prevent them.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Provide phone support to users.


• Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions.


• Track and log all requests for service into ticket tracking DB.


• Respond to end user within specified response SLA.


• Resolve incidents and service requests within the required SLA.


• Perform problem resolution research and document solutions.


• Remotely assist with new printers, desktops, and laptops.


• Ability to Install Windows, antivirus, and drive encryption.


• Assist with company-based software deployments.


• Monitor and implement company policies, procedures, and standards to ensure compliance is met with respect to data security, hacking prevention, and protection of personal information data.


• Ability to handle job stress, interact effectively with others in the workplace, and act with honesty and composure in public.


• Other duties as required.

Education and/or Experience Required:

• 3 Years Ticketing System Experience.


• 3 Years Technical Support Experience.


• 3 Years Customer Service Support.


• Associates Degree or equivalent experience.


• IT Healthcare Experience (preferred).


• IT Certifications A , ITIL (preferred).

The ideal candidate will be Comfortable and Confident with:

• 1-3 years of experience in an IT support role.


• Troubleshooting various hardware and software.


• Remote phone support.


• Experience with Active Directory.


• Familiarity with remote desktop support tools.


• Moderate network troubleshooting experience.


• A Certification & ITIL Foundations Certification (preferred).


• Ability to work with minimal supervision.


• Exhibit a high level of professionalism and excellent interpersonal skills.

Certifications:

• ITIL and Comp TIA A preferred.
  
  


• ** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.


• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future. **