Help Desk Technician

Titan Technologies•Destin, FL

2d•Hybrid

About The Position

Titan Technologies is seeking a qualified IT Help Desk Technician to provide Tier 1 support to a variety of users demonstrating technical experience and impeccable customer service. In this role, the successful candidate will assist customers in resolving and escalating a variety of problems related to IT system configuration, hardware, software, and network issues. Successful candidates will provide customer service and technical Help Desk support to the end-user community on hardware, software, and general questions and/or issues. Under general supervision, candidates will interface with multiple levels of users to identify customer needs, clarify information, research, and provide solutions and/or alternatives to customer issues.

Requirements

1-3 years of technical support or a combination of education, technical certification, and work experience.
Must be willing and able to work any assigned shifts Monday-Friday during the hours of 6am-5pm CT.
Must have reliable transportation to commute to the Destin, FL office location on a hybrid schedule directed by the Help Desk Manager.
Must have access to reliable high-speed internet at home and a designated workspace conducive to uninterrupted work.
Experience using Windows 10 and 11.
Experience using iOS and macOS
Experience using Microsoft Office products and O365 applications.
Experience using and configuring Microsoft Edge, Firefox, Chrome, and Safari web browsers with Java plug-ins.
Excellent verbal and written communication skills.
Outstanding customer service skills.
Ability to pass Level 2 Background Check, pre-employment background check, and drug-screening

Nice To Haves

IT Help Desk / Call Center experience
Experience using an IT incident management (ticketing) system
ServiceNow experience
A+ Certification
HDI Certification

Responsibilities

Receive client queries regarding system problems or general inquiries by phone, e-mail or via web-enabled access.
Log incidents and service requests into the ServiceNow incident management system.
Collect information regarding the incident or service request and documenting details of the issue/question and troubleshooting steps performed into the incident management system.
Provide troubleshooting and resolution via phone, e-mail or remote connectivity tools for software, hardware, network/communications issues, and customer specific applications.
Resolve incidents or service requests immediately or by escalating it to the appropriate technical support staff or service group when necessary.
Track the incident or service request activity to maximize timely completion.
Follow up with customers to ascertain job satisfaction verbally or through email.
Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or Help Desk management.
Perform routine tasks and new assignments as assigned by the Contract Team Lead, Help Desk Manager or Program Manager.
Other duties as assigned.