Service Desk Technician

Service Desk Technician Noramtec Consultants - 4.1 Melbourne, FL Job Details Contract $35 - $45 an hour 3 hours ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Desktop computer repair FTP Report writing Technical documentation Hardware maintenance Equipment troubleshooting Microsoft Exchange Windows User training (technical support) Project management Bachelor's degree Computer hardware Desktop (troubleshooting support) Computer management Remote access software LDAP Desktop applications Network support Organizational skills ServiceNow SMTP Productivity software Desktop administration Associate's degree Hardware diagnostics Ticketing system technical support Full Job Description Our client combines a unique diversity of expertise, talents and cultures, their architects design and deliver extraordinary high technology solutions. Solutions that make tomorrow possible, today. From the bottom of the oceans to the depths of space and cyberspace, they help their customers think smarter and act faster - mastering ever greater complexity and every decisive moment along the way. They are looking to add a Service Desk Technician to their team. Position Summary The main purpose of this position is to provide both Level 1 & 2 support, while providing project support for annual projects: Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly Support remote and office-based end users from Thales office locations, provide a high level of customer service at all times. Work with a team of technicians, share knowledge, and provide feedback Have the knowledge to support today's IT standard environments and ensure the company's computing environment is stable and performing optimally. Maintain the Thales end-user working environments, that include Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals. Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM's or any other contact with end users that require their time and support. Provide a high level of customer service at all times. Be available to travel to other site locations when required. Essential Functions This Service Desk Technician will operate as first and second level support to end-users running workstations and laptops. This role is expected to be proactive in managing the customer computing experience. The technician will be expected to execute plans, implement standard procedures and follow complicated instructions. They must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users. They will coordinate with other IT teams and computer specialists to resolve technical problems. They must also consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system. This includes documenting their work, executing and maintaining security standards, and handling asset management software tools. Duties include but are not limited to: Taking incoming calls during standard business hours and be in rotation for the on-call, after-hours. Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate. Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed. Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs. Interact with external vendors hired by the IT department. Maintain a clean and organized IT workspace, following Lean processes implemented onsite. Work with Project Managers to provide project support.

Minimum Requirements Must be a US person as defined in applicable law Associate's degree focused on relevant technologies with 1-3 years' experience Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components. Formal Windows classroom training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components PC hardware troubleshooting and repair skills required Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools. Proficiency with Windows Win10/11 operating systems and Microsoft Office A minimum of 1-2 years' experience using ServiceNow ticketing system. Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through Ability to balance priorities and work alone or with team with minimal supervision. Good organization and project management skills with attention to details Good verbal and written communication skills with the ability to document solutions and train other staff Ability to travel to office and data center locations for on-site support, as needed. A minimum of 1-2 years of service desk operation experience in Windows technologies. The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required Ability to read, analyze, and interpret technical procedures, or governmental regulations furnished in written, oral, diagram, or schedule form Ability to write reports, business correspondence, and procedure manuals Ability to effectively present information and respond to questions from clients, customers, and the general public Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Preferred Qualifications Bachelor's Degree focused on relevant technologies from and accredited university or four year college Experience working in an agile operations model. Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online) One Microsoft desktop certification such as

MCSE, MCSA, MTA

highly desired ITIL certification Certifications in Windows and Linux system management Experience working with ServiceNow Physical Demands While performing the duties of this job, the employee is regularly required to sit; use hands and fingers, handle, or feel, talk and hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 50 pounds.

Special Position Requirements Schedule:

Core Business Hours Monday-Friday, and regular on-call after-hours support rotation

Physical Environment:

Primary environments include office space, server rooms and electronic labs.

Travel:

Anticipated travel as much as 20% annually. Predominantly local travel to nearby sites, with the occasional opportunity to travel both domestically and internationally for training and support operations.

Customer Location Based or Site Visits:

Site Visits Personal or Company/Pool Vehicle Usage:

Personal vehicle may be required to travel between local sites and facilities on an infrequent basis Full-time contract employees are eligible for the following benefits: Dental Vision Health 401K Holiday Pay We thank all candidates for their application, however only those that qualify will be contacted.

Pay:

$35.00 - $45.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Education:

Bachelor's (Preferred)

Experience:

Microsoft 365: 3 years (Preferred) One Microsoft desktop certification such as

MCSE, MCSA, MTA

3 years (Preferred)

Work Location:

In person