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Support Desk Technician

Location : Ocala
Job Type : Regular
Reference Code : 10684322
Hours : Full Time
Required Education : High School Diploma
Travel : No
Relocation : No

Job Description :








 

Job Responsibilities:



  • First response personnel to service desk requests, ensuring the proper flow of requests, development of knowledgebase and management of Service Desk board.

  • Ticket Resolution: Gather and document necessary information, including user, hardware, problem description and all other relevant pieces of information to resolve or escalate client service requests within SLA response guarantees. All work and documentation is properly entered into the information system.

  • Ticket Escalation: Escalate ticket to team lead and vendor support if no resolution plan is apparent within 30 minutes of starting the work.

  • Vendor Escalation Resolution: Work with third party vendors on warranty and support related support requests

  • Request Routing: Route requests to appropriate queues as established by standards, documentation or management directive

  • Knowledge Base Contribution: Effectively build upon and utilize knowledgebase of fixes, adding valuable information and insight to existing knowledge base through detailed ticket notes, proper documentation and other methods.

  • Proactive Maintenance Tasks: Perform scheduled maintenance tasks assigned to you regarding specific infrastructure areas

    Work Schedule: Full-time. 40 hours per week. Day shift.

    Salary: DOE



Required Qualifications :
 








 

Support Desk Technician


Requirements:



  • Industry Certifications (CompTIA A+, Network +, Security+/ Microsoft/ Cisco specific) or proven experience in these areas of expertise

  • Position requires lifting 50 lbs

  • 0-10 years' experience depending on level of entry



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