Desktop Support Jobs

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Level II Service Desk – Monday through Friday - Day Shift - on-site Tampa FL

Essential Duties And Responsibilities

• Provide strong customer service skills with desk-side support to all users.
• Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.
• Conduct end-user orientation and training for new hires.
• Assist with regression testing of supported software through OS Patches and Upgrades.
• Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required.
• Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking. Strong Desktop skills with emphasis on Active Directory.
• Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.
• A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
• Hardware/ software lifecycle management.
• Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), and video conferencing.
• Process equipment and software requests and record asset information.
• Perform request fulfillment of moves & staff equipment changes at each location.
• Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.
• Provision and administer user accounts, distribution groups, and security groups in Active Directory.
• Push and install workstation and third party patches.
• Provide white glove (VIP) and executive support for all staff.

Education And/or Experience

• Required: 5+ years experience in an IT related support position with in-depth knowledge to resolve software, hardware, and networking issues. Experience with both Windows and MAC OS
• Preferred Certifications: CompTIA A+ certified,
• Prefer candidate with prior financial services background. Strong Active Directory knowledge and ability to support users for remote applications.
• BS/BA degree or equivalent preferred

Desktop Support