Overview
On Site
$21
Contract - Independent
Contract - W2
Job Details
Position Overview: On site in Orlando, FL
The IT Service Desk Agent provides front-line support to users by handling technical requests and resolving or escalating issues. Support is delivered through various channels including phone, email, instant messaging, web, and ITSM tools, with a focus on delivering high-quality service.
Key Responsibilities:
- Respond promptly and professionally to incoming service desk calls
- Troubleshoot and resolve Tier 1 desktop issues, including MFA problems
- Support Office 365 and Active Directory/Exchange environments
- Escalate unresolved issues to Level 2 support teams
- Communicate clearly and effectively with users, both verbally and in writing
- Maintain and update knowledge base articles
- Ensure adherence to SLAs and performance standards
- Accurately document service requests and incidents
- Assess priority based on impact and urgency
- Build and maintain relationships across departments
- Stay current with industry trends
- Follow organizational policies and maintain regular attendance
Preferred Skills:
- Strong customer service and communication abilities
- Experience with Office 365, Active Directory, and Exchange
- Familiarity with MFA troubleshooting and Tier 1 desktop support
- ServiceNow experience is a plus
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.