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Service Desk
Job
Robert Half
Winter Garden, FL (In Person)
Full-Time
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Job Description
OverviewWe are seeking a Level 2 Service Desk Technician with prior Managed Service Provider (MSP) experience to join a fast-paced, customer-focused IT support team. This role is ideal for someone who thrives in high-volume environments, enjoys solving complex issues, and takes a proactive approach to improving end-user experience and overall system reliability.
Key ResponsibilitiesHandle inbound support calls, emails, and ticket requests across multiple client environmentsMonitor system dashboards, alerts, and ticket queues to ensure timely response and resolutionTroubleshoot and resolve Level 2 technical issues prior to escalationIdentify recurring problems and proactively implement solutions to prevent future incidentsReduce unnecessary escalations by independently resolving complex issuesSupport and enhance the organization's overall security posture through best practices and vigilanceCommon Issue TypesUser access and authentication issuesInternet connectivity and network performance problemsRemote access and VPN troubleshootingPassword resets and account lockoutsPrinter and peripheral supportPhishing email identification and response
Key ResponsibilitiesHandle inbound support calls, emails, and ticket requests across multiple client environmentsMonitor system dashboards, alerts, and ticket queues to ensure timely response and resolutionTroubleshoot and resolve Level 2 technical issues prior to escalationIdentify recurring problems and proactively implement solutions to prevent future incidentsReduce unnecessary escalations by independently resolving complex issuesSupport and enhance the organization's overall security posture through best practices and vigilanceCommon Issue TypesUser access and authentication issuesInternet connectivity and network performance problemsRemote access and VPN troubleshootingPassword resets and account lockoutsPrinter and peripheral supportPhishing email identification and response