A leading financial institution in Pensacola, FL is seeking a Service Desk Technician to support its Enterprise Technology Services organization.
About the Opportunity:
Responsibilities:
Responding to inbound calls and providing Tier 1 technical troubleshooting support
Managing incidents and service requests through web queues, email, and outbound communications
Documenting, tracking, and updating tickets within the enterprise ticketing system
Escalating issues outside of scope to the appropriate support teams
Utilizing knowledge bases and internal resources to drive first-contact resolution
Performing other duties, as needed
Qualifications:
3+ years of Tier 1 IT support or related Technical Support experience
High School Diploma / GED
Basic troubleshooting skills across enterprise systems and applications
Familiarity with ticketing systems and incident management processes
Proficiency with Microsoft Office and general PC applications
Strong verbal and written communication skills
Strong customer service orientation and professional demeanor
Ability to multitask in a fast-paced, high-volume environment
Desired Qualifications:
Associate's or Bachelor's Degree in IT or related field
ITIL Foundation certification
Experience in a Call Center and/or high-volume Service Desk environment
Knowledge of ITIL best practices
Familiarity with ServiceNow or similar ticketing platforms
Never miss an opportunity! Create an alert based on the job you applied for.
