Help Desk Technician

Job Summary:

Titan Technologies is seeking a qualified IT Help Desk Technician to provide Tier 1 support to a variety of users demonstrating technical experience and impeccable customer service. In this role, the successful candidate will assist customers in resolving and escalating a variety of problems related to IT system configuration, hardware, software, and network issues.

Duties & Responsibilities:

Successful candidates will provide customer service and technical Help Desk support to the end-user community on hardware, software, and general questions and/or issues. Under general supervision, candidates will interface with multiple levels of users to identify customer needs, clarify information, research, and provide solutions and/or alternatives to customer issues.

Duties include but are not limited to:

• Receiving client queries regarding system problems or general inquiries by phone, e-mail or via web-enabled access.
• Logs incidents and service requests into the ServiceNow incident management system.
• Collects information regarding the incident or service request and documenting details of the issue/question and troubleshooting steps performed into the incident management system.
• Providing troubleshooting and resolution via phone, e-mail or remote connectivity tools for software, hardware, network/communications issues, and customer specific applications.
• Resolves incidents or service requests immediately or by escalating it to the appropriate technical support staff or service group when necessary.
• Tracks the incident or service request activity to maximize timely completion.
• Follow up with customers to ascertain job satisfaction verbally or through email.
• Meets and maintains internal performance targets and customer service level targets as identified by customer agreements and/or Help Desk management.
• Performs routine tasks and new assignments as assigned by the Contract Team Lead, Help Desk Manager or Program Manager.
• Other duties as assigned.

Required Qualifications:

• High School Diploma or GED
• 1-3 years of technical support or a combination of education, technical certification, and work experience.

• Must be willing and able to work any assigned shifts Monday-Friday during the hours of 6am-5pm CT.
• Must have reliable transportation to commute to the Destin, FL office location on a hybrid schedule directed by the Help Desk Manager.
• Must have access to reliable high-speed internet at home and a designated workspace conducive to uninterrupted work.
• Experience using Windows 10 and 11.
• Experience using iOS and macOS
• Experience using Microsoft Office products and O365 applications.
• Experience using and configuring Microsoft Edge, Firefox, Chrome, and Safari web browsers with Java plug-ins.
• Excellent verbal and written communication skills.
• Outstanding customer service skills.
• Ability to pass Level 2 Background Check, pre-employment background check, and drug-screening.

Desired Qualifications:

• IT Help Desk / Call Center experience
• Experience using an IT incident management (ticketing) system
• ServiceNow experience
• A Certification
• HDI Certification

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)