IT Service Desk Technician

Softworld - Fort Myers, FL

Full-time

Fort Myers, FL

Administrative and Support Services

About the position

The IT Service Desk Technician plays a crucial role in providing technical support and troubleshooting for users within the organization. This position involves working closely with the IT Service Desk Manager and other team members to ensure that service level agreements (SLAs) are met and exceeded. The technician will utilize a ticketing system to track user issues and requests, providing both remote and on-site support as needed. The role emphasizes not only resolving issues quickly but also learning from them to prevent future occurrences.

Responsibilities

• Provide phone support to users
• Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions
• Track and log all requests for service into ticket tracking database
• Respond to end user within specified response SLA
• Resolve incidents and service requests within the required SLA
• Perform problem resolution research and document solutions
• Remotely assist with new printers, desktops, and laptops
• Install Windows, antivirus, and drive encryption
• Assist with company-based software deployments
• Monitor and implement company policies, procedures, and standards to ensure compliance with data security
• Handle job stress and interact effectively with others in the workplace

Requirements

• 3+ years of ticketing system experience
• 3+ years of technical support experience
• 3+ years of customer service support
• Associate's degree or equivalent experience
• Comfortable and confident with troubleshooting various hardware and software
• Experience with Active Directory
• Moderate network troubleshooting experience

Nice-to-haves

• IT healthcare experience
• IT certifications A+, ITIL