Service Desk Technician

Overview

On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 1 Month(s)

Skills

ASA
Amazon Web Services
Android
Citrix
Communication
Computer Hardware

Job Details

We are looking for Service Desk Technician for our client in Tampa, FL
Job Title: Service Desk Technician
Job Location: Tampa, FL
Job Type: Contract
Job Description:
  • The IT Technical Support Specialist provides Level 1/L1.5 support to clients across multiple geographies via phone, chat, email, or self-service tickets.
  • The role involves troubleshooting hardware, software, and application issues while ensuring high-quality customer service and adherence to internal policies and procedures.
Responsibilities:
  • Provide technical support to clients via telephone, chat, emails, or self-service tickets.
  • Perform Level 1/L1.5 triage and resolution, including password resets and account unlocks, ensuring compliance with internal policies.
  • Support hardware and software issues, including applications such as MS Office, Citrix, VPN, SCCM, and Amazon Workspaces.
  • Deliver first-level resolutions leveraging standard operating procedures or work instructions.
  • Perform customer callbacks as required.
  • Provide remote solutions and explain troubleshooting steps to non-technical users clearly.
  • Create or update knowledge articles when relevant content is unavailable.
  • Take ownership of tickets/requests and maintain regular communication with clients for timely resolution.
  • Use ServiceNow, RemedyNow, or equivalent ITSM tools to manage tickets and incidents.
  • Meet service level agreements, including response and resolution times, Average Speed of Answer (ASA), Average Handling Time (AHT), and Customer Satisfaction (CSAT).
  • Provide re training to onshore and offshore team members.
  • Support multiple lines of business as required.
  • Basic understanding of DHCP, DNS, IP addressing/subnetting, and troubleshooting Wireless LAN and Ethernet desktop configurations.
  • Knowledge of mobile operating systems including iOS, iPadOS, and Android.
Eligibility Criteria / Qualifications:
  • 1 5 years of experience in IT Technical Support or Service Desk roles preferred.
  • Bachelor s Degree in Computer Science or a related field; IT Diploma holders also considered.
  • Strong oral and written communication skills in all known languages.
  • Experience troubleshooting Windows, iOS, and Android operating systems.
  • Hands-on experience with ServiceNow or equivalent ticketing systems.
  • Open to working in a 247 rotational shift environment.
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