Job Description
Service Desk Technician Pay Rate:
$45.00/hour on W2 Contract Length:
6 months with possible extension Location:
Melbourne, FL 32901 (Onsite) Work Schedule:
Monday - Friday | Regular on-call after-hours support rotation Additional Detail:
Will begin position working in Melbourne, FL office until Sept. Then will work out of the Orlando office permanently. Raise is currently hiring a contract team member on behalf of our client. They're expanding their team to meet growing needs, making this a unique opportunity to work with an industry leader. Overview 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 client's office locations, always provide a high level of customer service. 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 client 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/IMs or any other contact with end users that require their time and support. Always provide a high level of customer service. 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. Must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users. Will coordinate with other IT teams and computer specialists to resolve technical problems. Must also consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system which includes documenting their work, executing and maintaining security standards, and handling asset management software tools. Responsibilities 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 of 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 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 an 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 Regularly required to sit Use hands and fingers, handle, or feel, talk and hear. Required to walk and reach with hands and arms frequently. Occasionally required to stand. Must occasionally lift and/or move up to 50 pounds. Looking for meaningful work? We can help Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we're a certified B Corporation and donate 10% of our profits to charity. We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities. We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/ In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com #USVM Apply Now
