Full Job Description
Job Title: Service Desk Technician
Location: Orlando, FL
Reports to: Chief Information Officer (CIO)
Job Type: Full-time
Service Desk Technician
Introduction We’re looking for a tech-savvy problem solver who’s passionate about helping people. As a Service Desk Technician, you’ll be the go-to resource for our employees, tackling hardware, software, and peripheral issues with skill and a smile. You’ll support both on-site and remote staff, ensuring our technology runs smoothly so the business can, too. If you thrive in a fast-paced environment and enjoy delivering top-notch customer service, we’d love to hear from you.

Duties & Responsibilities

• Provide User Support: Deliver exceptional customer service to internal employees. Handle Tier I service requests and troubleshoot PC, printer, and mobile device issues. Perform root-cause analysis to prevent repeat problems.
• Support Remote Staff: Offer on-site and remote IT support for employees nationwide.
• Manage Hardware: Install, upgrade, and replace computer parts. Maintain accurate asset inventory and documentation. Deploy and decommission PCs as needed.
• Meet Service Goals: Address and close tickets promptly to meet or exceed SLA standards while ensuring high-quality customer service.
• Administer Accounts: Create, update, and remove user accounts during onboarding, role changes, and terminations.

Required Skills

• Strong verbal and written communication skills.
• Experience supporting Windows 10/11 operating systems and familiarity with iPhone device management.
• Knowledge of IT ticketing systems and remote access tools.
• Excellent troubleshooting and problem-solving abilities with keen attention to detail.
• At least one year of experience in a technical support role.
• Ability to work independently and as part of a team, managing multiple tasks in a high-pressure environment.
• Flexibility to work nights and weekends as needed.
• Eagerness to learn and adapt to new technologies and challenges.

Preferred Qualifications

• Associate or Bachelor’s degree in Computer Technology or equivalent experience.
• Certifications such as CompTIA A+ or Network+.
• Basic knowledge of Active Directory (password resets, group membership changes).
• Familiarity with Microsoft 365 user support (e.g., password resets, mailbox setup, Teams basics).
• Basic networking knowledge (LAN/Wi-Fi troubleshooting, VPN connection setup).
• Experience using remote management and remote access tools.
• Familiarity with antivirus and endpoint protection tools.
• Ability to lift up to 45 lbs., travel between remote locations, and maintain a valid driver’s license.

• Provide User Support: Deliver exceptional customer service to internal employees. Handle Tier I service requests and troubleshoot PC, printer, and mobile device issues. Perform root-cause analysis to prevent repeat problems.
• Support Remote Staff: Offer on-site and remote IT support for employees nationwide.
• Manage Hardware: Install, upgrade, and replace computer parts. Maintain accurate asset inventory and documentation. Deploy and decommission PCs as needed.
• Meet Service Goals: Address and close tickets promptly to meet or exceed SLA standards while ensuring high-quality customer service.
• Administer Accounts: Create, update, and remove user accounts during onboarding, role changes, and terminations