Desktop Support L1 Position Available In Duval, Florida
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Job Description
Desktop Support L1
Jacksonville
FL – USA 6
days ago
Job Summary:
We are seeking a skilled and experienced Desktop Support Technician to join our IT support team. The ideal candidate is proactive, customer-focused, and thrives in a fast-paced environment. You will be responsible for providing Level 2 technical support, both remotely and on-site, across a range of hardware and software platforms. A strong working knowledge of Windows 10, field support, inventory management, and adherence to SLAs is crucial. Experience with ServiceNow and basic MacOS knowledge is a plus.
Key Roles & Responsibilities:
Respond to requests for assistance from end users via emails, phone calls, and walk-ups.
Respond to incidents and service requests in ServiceNow within defined SLA targets, ensuring timely resolution and proper documentation.
Provide technical support either by phone, remote access, or site visits as needed.
Maintain a high level of customer service and professionalism, ensuring a positive user experience in every interaction.
Support and maintain inventory of IT assets, ensuring accurate tracking, tagging, and lifecycle management.
Collaborate with other IT teams (network, systems, security) to escalate and resolve complex issues.
Maintain, upgrade, and configure computers, laptops, printers, & other peripheral devices
Provide technical support to users regarding software and hardware issues.
Install, configure, test, and maintain operating systems, software, and hardware.
Be available to participate in the on-call support rotation approximately once every 4 to 6 weeks, responding to high-priority incidents after hours as needed.
Required Skills/Qualifications:
2+ years of experience in a desktop support or field services role.
Hands-on experience supporting Windows 10 environments (MacOS a plus).
Proficiency in troubleshooting software, hardware, and network issues.
Understanding of SLA compliance, incident management, and escalation procedures.
Ability to follow documented processes and SOPs precisely.
Excellent interpersonal, communication, and customer service skills.
Strong attention to detail and organizational skills.
Valid driver’s license
Job Number
JO-2506-34503
Job Function
IT Support
Work Type
Onsite
Employment Type
Full Time
Salary
Competitive
