IT Service Desk Specialist

RESPONSIBILITIES:
Kforce has a client that is seeking an IT Service Desk Specialist in Tampa, FL.

Duties:
* Serve as the first point of contact for IT support within the organization, providing timely and effective resolution to issues via phone, email, or in person
* IT Service Desk Specialist will troubleshoot and resolve hardware (PCs, laptops, printers, etc.) and software (Windows, macOS, Microsoft 365, etc.) problems
* Assist with basic network connectivity issues such as internet access, VPN, and Wi-Fi troubleshooting
* Create, manage, and resolve service tickets in the IT ticketing system (e.g., ServiceNow, JIRA, EasyVista)
* Prioritize, escalate, and follow up on tickets as needed to ensure prompt resolution
* Document detailed troubleshooting steps and solutions within ticketing systems to maintain clear communication and knowledge-sharing across the team
* Perform account management tasks such as creating, modifying, and disabling user accounts in Active Directory, Microsoft 365, and other relevant systems
* Support password resets, multi-factor authentication (MFA), and access requests
* Assist with hardware deployments, repairs, and maintenance of IT equipment such as desktops, laptops, printers, and mobile devices
* As an IT Service Desk Specialist, you will install, configure, and troubleshoot software applications across multiple platforms (Windows, macOS, and mobile OS)
* Provide remote support to users in satellite offices or work-from-home employees using remote access tools
* Conduct on-site support, when necessary, to address hardware and infrastructure issues at the local office or data center
* Assist in the creation of technical documentation, user guides, and FAQs for common support issues
* Provide end-user training and guidance on new systems, upgrades, or procedures as needed

REQUIREMENTS:
* Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred, but equivalent work experience may be considered
* CompTIA A+
* Microsoft Certified: Fundamentals (MS-900, AZ-900, etc.)
* ITIL Foundation
* 1-3 years of experience in IT help desk, service desk, or technical support roles
* Hands-on experience with troubleshooting hardware, software, and network issues
* Familiarity with ticketing systems (ServiceNow, Jira, EasyVista) and remote support tools (TeamViewer, Remote Control, etc.)
* Strong knowledge of Windows OS, macOS, and Microsoft Office 365 suite
* Basic networking knowledge (DNS, DHCP, VPN, TCP/IP)
* Excellent verbal and written communication skills, with a strong focus on customer service
* Strong organizational skills, with the ability to prioritize and manage multiple tasks simultaneously
* Clear and professional communication with non-technical users, providing explanations and instructions in an accessible manner
* Dedicated to meeting and exceeding the needs of internal and external customers by delivering prompt, accurate, and courteous service
* Works well in a team environment, sharing knowledge and assisting colleagues when needed
* Flexibility to adapt to changes in technology, processes, or customer demands
* Ability to quickly diagnose technical issues and find appropriate solutions under pressure
* Ability to diagnose and troubleshoot hardware and software issues
* Ability to work both independently and collaboratively in a fast-paced environment

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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