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Service Desk Technician

Location : Ocala
Job Type : Talent Center Postings
Hours : Full Time
Required Years of Experience : 1
Required Education : Bachelors degree
Travel : No
Relocation : No

Job Description :
The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.

  • Support of disaster recovery solutions.

  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.

  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

  • System documentation maintenance and review in ConnectWise.

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

  • Schedule internal and field resources on the ConnectWise dispatch portal.

  • Monitor resource schedules to ensure prompt time entry on service requests.

  • Answering the Help Desk phones

  • Improve customer service, perception, and satisfaction.

  • Fast turnaround of customer requests.

  • Ability to work in a team and communicate effectively.

  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

  • Escalate service requests that require engineer level support.

  • Responsible for entering time and expenses in ConnectWise as they occur.

  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

  • Enter all work as service tickets in ConnectWise.


  • Competitive salary based on experience and qualifications.

  • Health, vision, and dental benefits included. 

  • Full on the job training & support. 

  • Fun working environment and culture. 

  • Great opportunity for advancement

Required Qualifications :

  • Advanced understanding of operating systems, business applications, printing systems, and network systems.

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

  • Diagnosis skills of technical issues.

  • Ability to multi-task and adapt to changes quickly.

  • Technical awareness: ability to match resources to technical issues appropriately.

  • Service awareness of all organization’s key services for which support is being provided.

  • Understanding of support tools, techniques, and how technology is used to provide services.

  • Typing skills to ensure quick and accurate entry of service request details.

  • Self-motivated with the ability to work in a fast moving environment.

  • BA/BS, preferably in computer science or a related field.

  • MBA/MS preferred but not required.

  • 1 year of IT or related experience.


Skills :
Active Listening Citrix Computer skills ConnectWise Customer service Diagnose technical issues Firewalls LAN Multitask in Fast Paced Environment Problem solving Provide technical support Routers Security Troubleshooting Typing VPN WAN
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