Percepta - Melbourne, FL
posted 3 months ago
As an IT Support Services Technician at Percepta in Melbourne, Florida, you will play a crucial role in delivering exceptional customer experiences while being part of a unique and supportive culture. Your primary responsibility will be to ensure a high level of customer satisfaction by troubleshooting and resolving technical issues. You will be tasked with logging and tracking all Service Desk requests, providing tier 1 and 2 technical support, and following documented procedures for escalating issues that fall outside your area of expertise. Your role will also involve following up on unresolved issues until they are completely addressed. In your daily activities, you will answer phone and ticket requests for technical assistance, perform troubleshooting and analysis, and document incidents in ServiceNow or other required applications. You will complete a checklist of daily operational tasks to ensure system availability before production hours and monitor system performance. Additionally, you will be responsible for hardware setup, imaging, upgrades, repairs, and inventory management for PCs at the local site. You will also facilitate the administration of user IDs and create or update support documentation as needed. Your ability to work flexible hours and provide after-hours on-call or on-site support will be essential, as overtime may be required during peak times. The IT Support Services Technician will maintain a positive work environment that fosters team performance and open communication within the Technology Team. You will also be involved in other IT projects as required, contributing to the overall success of the organization.