Acara Solutions is hiring a Service Desk Technician in Orlando, FL

This is a 3-month contract position supporting a PC Refresh project. May be opportunity for extension. Required to work onsite in the Orlando, FL office

Pay Rate: $28.57/hr.

The Service Desk Technician reports to the IT Service Desk Manager.

Schedule: Monday-Friday/ 8:00AM-5:00 PM/ Full time in Office

Position Summary:

The Service Desk Technician role is responsible for monitoring the ticket queue and work/resolve L1 tickets while assigning L2 tickets to the appropriate teams. The technician is also responsible for supporting the company end-user working environments, including all end user devices on 'this side of the wall' or internal to the corporate firewall. They include workstations (desktop & laptops), printers and other peripherals, Video conference equipment, cellphones, and VOIP desk phones. The focus is on making sure the company's desktop computing environment is stable, secure and performing optimally. The service desk technician is responsible for the operational efficiency of these systems. The Service Desk technician is expected to provide a high level of customer service.

Responsibilities:

• Be logged into Call Center and ready to take incoming calls during standard business hours. Provide outstanding customer service.
• Prepare, maintain, and uphold logging and reporting procedures and monitor desktop operations via ticketing system
• Diagnose, troubleshoot, and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
• Troubleshoot all inquiries regarding systems, hardware, software, and operator problems.

• Instruct users as well as troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software

• Operate as first and second level support to end-users running workstations and laptops and extend/simplify remote support for global users.
• Document, execute, and maintain desktop security standards as per IT security policies and handle system administration of enterprise desktop asset management software tools
• Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
• Document all end-user requests and interactions in ticketing system completing all steps as defined.
• Provide technical account management for customers resolving issues and escalating when appropriate.
• Setup, support, and trouble shoot VTC (Video Teleconference) and VOL (Video Online)

• Document and manage Product Development issues to resolution
• Assist with other duties or projects, as assigned.

Pay Rate: $28.57/hr.

Requirements:

• 3-5 years of Service desk experience
• Full Active Directory experience
• PC hardware troubleshooting skills required
• Ticketing system (ServiceNow)
• Associates Degree
• Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online)
• Working knowledge of Linux network fundamentals
• The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components

• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP

**Trade Compliance Access Requirement- Must be A US Person**