Help Desk Technician - Orlando

Based in Orlando, Florida, Massey Services is one of the nation's largest and most respected service companies, with a history of providing quality service for more than three decades. Celebrating consecutive years of profitable growth since 1985, Massey Services and its subsidiary organizations employ over 2,800 team members and operate over 2,400 vehicles that provide Residential and Commercial Pest Prevention, Termite Protection, Landscape and Irrigation Services to over 800,000 customers from 180+ Service Centers throughout Florida, Georgia, Louisiana, Texas, South Carolina, North Carolina, Virginia, Tennessee and Oklahoma.

Based in Orlando, Florida, Massey Services is one of the nation's largest and most respected service companies, with a history of providing quality service for more than three decades. Celebrating consecutive years of profitable growth since 1985, Massey Services and its subsidiary organizations employ over 2,800 team members and operate over 2,400 vehicles that provide Residential and Commercial Pest Prevention, Termite Protection, Landscape and Irrigation Services to over 800,000 customers from 180+ Service Centers throughout Florida, Georgia, Louisiana, Texas, South Carolina, North Carolina, Virginia, Tennessee and Oklahoma.

The IT Help Desk position will be assisting the Massey Services Information Technology department with Help Desk and desktop support work.

Summary of Responsibilities:

1. Monitor the Help Desk

2. Triage Help Desk Tickets

3. IT Projects Responsibilities

4. Monitor the Help desk Monitor the Help Desk and assigns tickets to the appropriate group. Responds to tickets in an appropriate manner.

5. Triage Help Desk Tickets Assist in triaging all Help Desk tickets for the IT Department along with Help Desk phone support

6. IT Projects Work on projects that involve technology such as desktops, laptops, printers, imaging, Apple iOS devices, deployment of new equipment, and troubleshooting as assigned.

Minimum Qualifications:

Knowledge of basic LAN/WAN technologies troubleshooting. Basic desktop/laptop/mobile/printer support with Microsoft Windows 10 and Microsoft Office Applications. Network cabling knowledge and basic hardware Layer 1 troubleshooting. CompTIA A+, Network+, Security+ certifications or equivalent enterprise business experience.

Education/Experience:

Associate's degree in Computer Science; or equivalent combination of education and experience.

1+ years of relevant technical experience.

1+ years of IT experience with mid-to-large enterprise production environments.

Skills

1. Assist customers through walkthroughs by providing them with step by step instructions

2. Attempt to resolve customers' problems by providing them with self-fix guidance

3. Look through generated tickets and write answers pertaining to information or minor problems

4. Assess tickets to ascertain which engineer or technician will be able to handle the problem and forward or tag them in the ticketing system

5. Troubleshoot minor problems and malfunctions for Service Centers and other Departments

6. Handle technical requests such as password resets, drive mapping and user accounts setup

7. Gather information regarding problems that cannot be resolved at tier 1 level, so that it can be assigned to a more qualified professional Personal Attributes/Physical Demands

8. Must be a team player with the ability to work with a small IT team in a fast paced environment.

9. Strong communication skills will be required as this person will collaborate on projects and will need to articulate technical information in a clear and concise manner.

10. Self-motivated and directed with the ability to work in a team-oriented environment.

11. Strong analytical skills and process focused problem analysis and problem resolution.

12. Strong customer service skills and a keen attention to detail.

13. May take some technical direction from management or other team members.

Massey Services, Inc. is a Drug Free Workplace and Equal Opportunity Employer