It Service Desk Consultant Jobs in Florida

Prior Service Desk and Project Management experience preferred

At least 2 years of prior customer service experience (technical or non-technical) required

In-depth knowledge of Windows 10, Microsoft Edge, Office 365

Knowledge of and ability to troubleshoot Printers in a Windows environment required

Working knowledge of wireless technology and mobile environment required

Work on special projects and laptop software configuration

Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions

Remotely assist with new printers, desktops, and laptops

3 + Years Ticketing System Experience

3 + Years Technical Support Experience

Associates Degree or equivalent experience

IT Certifications A+, ITIL (preferred)

Office Status:Hybrid (3 onsite, 2 remote)

•2+ years' experience in a help desk functionality

•Understanding of technology / standards used in area of responsibility with minimal supervision•Strong communication and documentation skills

This role will have training initially 10a-7pET to start, and will include some evening and weekend shifts.

•Provide Service Desk support and resolve problems to the end user’s satisfaction.

• Perform issue handling, identification and resolution with all levels of customers.

Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

Develop service delivery knowledgebase to include fact sheets, tutorials, and FAQs.

Provide on-site remote hands for vendors and engineers as required.

Associates Degree or equivalent work experience required. Bachelor's Degree or equivalent work experience preferred.

Minimum 1-3 years of experience in Information Technology service delivery.

Experience with Windows operating systems and M365 Office productivity suite.

ServiceNow management tool experience a plus

Superior telephone etiquette and an ability to deal effectively with end users, vendors, peers, and management

Working knowledge of enterprise network systems, including remote access systems such as VPN

Uses communication skills in problem resolution with users; walking users through a series of steps to determine problems

Provide network and computer technical support remotely

Offer support to other technicians and contractors as they troubleshoot and resolve end user and client issues

Recruits, trains, evaluates, and disciplines staff; mentors staff on advanced technical skills to resolve difficult and highly complex problems.

Determines requirements for problem resolution and escalation for Tier 1, 2 and 3 support.

Three (3) years of supervisory experience (preferably over a technical support service delivery team).

JOB REQUIREMENTS & WORK ENVIRONMENT

Oversees internal team projects for the implementation of new or upgraded hardware, software, operating systems, and infrastructure tools.

Prepares budget proposals and operational expenditure statements for computer replacement plan and Office365.