The Service Desk Technician is responsible for receiving and processing customer requests for technology services, troubleshooting issues, and providing high-quality support across hardware, software, networking, and mobile device environments. This role requires strong customer service skills, technical troubleshooting abilities, and the capability to document, prioritize, and escalate incidents as needed. The technician will support both onsite and remote users while ensuring adherence to best practices, security standards, and operational guidelines.
Prioritize, manage, and resolve incoming incidents and service requests via phone, email, ticketing system, and in-person support.
Provide and manage security access privileges with a general understanding of group policies.
Configure, install, repair, and support end-user computer equipment and peripheral devices.
Perform remote troubleshooting using diagnostic methods and effective questioning; document issues and resolutions clearly.
Support and manage mobile devices, including provisioning, securing, upgrading OS, and creating MDM policies.
Develop and update installation, operational, and configuration procedures.
Perform daily system monitoring to verify availability and integrity of hardware and software.
Install Windows updates, software patches, and firmware on supported devices.
Monitor and manage ticket workflows in alignment with SLAs using industry-standard ticketing systems.
Notify management when escalations or additional support may be required.
Communicate status updates to customers while maintaining strong customer service standards.
Assist in developing training materials and provide user training when necessary.
Diagnose, troubleshoot, and resolve hardware, software, and network issues; replace defective components.
Support and maintain optimal configuration of desktops, laptops, and mobile devices, including patching and upgrades.
Provide technical assistance for Mac OS, Windows, Office-based environments, and related applications.
Participate in on-call rotations or provide after-hours support as needed.
Maintain accurate inventory and asset tracking records.
Lead or support IT-related projects as assigned.
Perform other related duties as required.
Serve as essential personnel during emergencies and perform alternate duties as needed.
Excellent verbal and written communication skills.
Ability to prioritize tasks, work independently, and maintain accurate records.
Strong teamwork, initiative, professionalism, and customer interaction skills.
Ability to exercise good judgment when evaluating and diagnosing technical issues.
Knowledge of IT support methods, tools, and techniques across multi-platform environments.
Strong understanding of PCs, operating systems, Office suite, and general business applications.
Ability to adapt to changing goals, priorities, and operational needs.
Valid Florida Driver s License; ability to travel within Seminole County.
Attendance at required trainings (general and department-specific).
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