IT Support Services Technician

$53,248 - $53,248/Yr

Percepta - Melbourne, FL

Full-time - Entry Level

Melbourne, FL

Personal and Laundry Services

About the position

The IT Support Services Technician at Percepta is responsible for providing exceptional customer service by troubleshooting and resolving technical issues for end users. This role involves logging and tracking service desk requests, providing tier 1 and 2 support, and ensuring high levels of customer satisfaction. The technician will follow documented procedures for escalating issues and will be involved in various IT projects as needed.

Responsibilities

• Answer phone and ticket requests for technical assistance and perform tier 1 and 2 troubleshooting and analysis.
• Document incidents in Service Now or other required applications for any work performed.
• Complete a checklist of daily operational tasks to ensure system availability before production hours and monitor system performance.
• Provide hardware setup, imaging, upgrades, repair, and inventory for PCs at the local site.
• Administer or facilitate the administration of IDs for access to internal and external systems.
• Create and update support documentation.
• Move or relocate PCs as required for projects or remote pickups/shipping.
• Work flexible hours and accommodate IT Support Services shifts, including after-hours on-call support.
• Maintain a positive work environment that fosters team performance and open communication.
• Complete other IT projects as required.

Requirements

• Associates Degree or equivalent work experience in the IT field.
• CompTIA A+ certification preferred.
• CompTIA Network+ certification preferred.
• Minimum of 4 years of Help Desk or Desktop hardware and software experience in an Enterprise environment.
• Experience with basic network troubleshooting.
• Experience with basic telephony troubleshooting.
• Experience with ticketing systems, preferably Service Now.
• Working knowledge of Windows 10/11.
• Working knowledge of Outlook and Office365.
• Ability to work well under pressure with tight deadlines.
• Strong time management skills, attention to detail, and outstanding follow-up skills.
• Strong problem resolution and decision-making skills.
• Strong communication, customer service, and organizational skills.

Benefits

• Starting hourly rate of $25.60 per hour +5% AIP (Annual Incentive Plan)
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)