Service Desk Technician Position Available In Seminole, Florida

Service Desk Technician Job Category:

Information Technology Requisition Number:

SERVI001079

Posting Details Posted:

May 12, 2025 Full-Time On-site Locations Showing 1 location Lake Mary HQ1000 Primera BlvdLake Mary, FL 32746, USA Lake Mary HQ1000 Primera BlvdLake Mary, FL 32746, USA +0 more locations less locations

Job Details Description SUMMARY:

The IT Service Desk Technician is a key member of the IT Services team, responsible for delivering responsive, high-quality Tier 2 technical support across a wide range of systems and platforms. This role supports end users by resolving service requests, managing endpoint devices, and administering user accounts and access. The Technician also contributes to IT projects, documentation, and continuous service improvement initiatives. Success in this role requires strong communication skills, a collaborative mindset, and a commitment to providing inclusive, user-centered support in a dynamic and evolving technology environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Respond promptly to incoming service requests via phone, email, chat, and ticketing systems. Provide clear, courteous, and consistent communication throughout the lifecycle of each request, ensuring users are informed of progress, next steps, and resolution timelines. Maintain accurate documentation of all interactions and actions taken within the IT service management platform.
Diagnose and resolve hardware issues for end-user devices including desktops, laptops, and mobile devices. Perform hardware assessments, coordinate repairs or replacements, and ensure minimal downtime for team members.
Provide technical support for operating systems (Windows, macOS), business applications, and network connectivity issues. Troubleshoot software malfunctions, configuration errors, and connectivity problems to ensure optimal system performance and user productivity. Collaborate with other IT teams as needed to escalate and resolve complex issues.
Coordinate onboarding/offboarding processes including account provisioning, mailbox setup, access rights, and device configuration. Ensure deprovisioning of accounts and retrieval of assets in compliance with security policies.
Contribute to the creation, maintenance, and continuous improvement of IT support documentation and knowledge base articles. Ensure content is accurate, user-friendly, and aligned with current support practices to enhance self-service capabilities and reduce ticket volume.
Maintain accurate inventory records of IT hardware, peripherals, and software licenses. Track asset assignments, monitor license usage and renewals, and ensure compliance with organizational policies and vendor agreements. Assist in lifecycle management of IT equipment, including procurement, deployment, and decommissioning.
Participate in or lead small to mid-scale IT projects, including planning, scheduling, resource coordination, and implementation. Collaborate with cross-functional teams to ensure timely delivery of technical solutions, track project milestones, and communicate progress to stakeholders. Apply project management best practices to support continuous improvement and successful project outcomes.
Assist in identifying, tracking, and remediating security vulnerabilities on endpoint devices and user systems. Apply patches, updates, and configuration changes in coordination with IT security policies and escalate unresolved risks to appropriate teams.

OTHER DUTIES AND RESPONSIBILITIES

Pursue relevant certifications and continuing education opportunities to further professional development in IT support and related areas.
Engage in mentorship programs or peer-to-peer learning opportunities within the organization to foster collaboration and knowledge sharing.

Requirements Education:

High School Diploma or equivalent. Experience 2+ Years of IT Service Desk Experience Any applicable system or program knowledge: Proficient knowledge of Windows and macOS environments, Microsoft 365 (Office Suite, Teams, SharePoint), and commonly used enterprise applications
Proficient knowledge of Microsoft system administration tools (Active Directory, Azure AD, Group Policy, Exchange Online, and Microsoft 365 Admin Center).
Familiarity with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, JIRA, ServiceDesk+).
Experience with remote support tools (e.g., TeamViewer, AnyDesk, or Microsoft Quick Assist).
Proficient in using command-line and graphical tools for diagnosing and resolving network issues (Command Line Interface, Solarwinds, Nmap, Wireshark).
network issues (Command Line Interface, Solarwinds, Nmap, Wireshark).

OTHER CHARACTERISTICS OF THE POSITION

Physical Demands:

Ability to sit for extended periods while using a computer.
Occasional lifting of IT equipment (up to 50 lbs).
Frequent use of hands to operate computer and office equipment.
Ability to stand for extended periods when assisting users or during training sessions.
Bending, reaching, and squatting may be required to troubleshoot hardware in various office environments.
Must have the ability to see details at close range (within a few feet) and the ability to adjust focus when working with computers and other equipment.
Occasional travel may be required to support remote offices or off-site locations, including local travel within the service area.

Mental Demands:

Strong problem-solving skills with the ability to think critically and analytically under pressure.
Emotional resilience to navigate challenging situations and customer interactions.
Demonstrate empathy and patience when supporting users with varying levels of technical proficiency.
Capacity to handle moderate stress levels while maintaining professionalism and composure.
Ability to handle multiple tasks and prioritize effectively.
Excellent verbal and written communication skills.
Capacity to work in a fast-paced environment while maintaining attention to detail.

WORKING WITH US

We’re continually recognized as a top employer because we understand people like you want more out of your career. Like making a difference in people’s lives and in the community. Being part of a team that supports each other. Feeling good about the time you spend at work each day. And being able to balance your life while also earning a competitive base salary and benefits, including: 401k with profit sharing contribution
Comprehensive medical, dental and vision coverage from leading insurance providers
Continuing education and up to $5,000 in tuition assistance annually
Generous vacation and sick pay
Paid parental leave and volunteer time off
Major holidays off including Federal holidays that many other industries don’t observe
Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts At Addition Financial, we accept you for who you are. We are an equal opportunity employer and do not discriminate based on race, color, creed, religion, national origin, sex, marital status, age, protected veteran status, or disability/handicap with regards to recruitment, selection, placement, promotion, wages, benefits, and any other areas of employment. Personal perspectives and beliefs are what helps our team members, and our company, grow as a whole and we seek to nurture that inclusiveness. We welcome our team member’s diverse viewpoints and work together so that everyone’s voices are heard. So, if you’re ready to take your career to the next level, Count Us In®.

Qualifications Skills Behaviors :

Motivations :

Education Experience Licenses & Certifications Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.