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Service Desk Technician

Location : Ocala, FL
Job Type : Temp/Contract to Direct
Hours : Full Time
Required Years of Experience : 1
Required Education : High School Diploma or equivalent
Travel : No
Relocation : No

Job Description :

Service Desk Technician position with a Phone/Internet company located in Ocala, Florida.

The Service Desk position 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.

Hours:  20-25 hours per week, days and hours to be determined

Salary: Depends on Experience


Required Qualifications :
Basic Functions:

      • IT support relating to technical issues involving Microsoft's core business applications and operating system

      • 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

Additional Responsibilities:

      • Improve customer service, perception and satisfaction

      • Fast turn around of customer requests

      • 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

Abilities Required: 

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

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

      • Diagnosis skills of technical issues

      •  Ability to multi task and adapt to changes quickly

      •  Must have the technical awareness 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

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