IT Service Desk

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:

1. Strong customer service and communication abilities
2. Experience with Office 365, Active Directory, and Exchange
3. Familiarity with MFA troubleshooting and Tier 1 desktop support
4. ServiceNow experience is a plus