IT Service Desk Support Specialist

ServiceTec•Orlando, FL

1d•Onsite

About The Position

As an IT Service Desk Support Specialist, you will provide service operation support on-site 40hrs/week at the direction of the local IT Manager. Our organization places a premium on customer service. We are looking for individuals that can be responsive, professional, trustworthy, and deliver performance that enhances our company's reputation each time they interact with the customer.

Requirements

High School Diploma and four (4) years of relevant experience, or an Associate or higher degree from an accredited college or university in data processing/information systems preferred.
CompTIA A+ and/or Network+.
MCP (Microsoft Certified Professional).
Additional IT certifications that distinguish skill set on security, Cisco, VMware.
Must have a valid Driver’s License.
Knowledge of MS Windows and Windows based software required.
Thorough knowledge of computer hardware diagnostics and repair required.
Must possess excellent verbal and written skills.
Must be a self-motivated individual who can perform with minimal direction, using sound judgment and creativity in solving highly complex technical problems.
Must possess the ability to work in a stressful environment and use professional etiquette when dealing with Authority personnel and outside vendors.
Experience and proficiency with the following applications and devices: Microsoft Windows 7, Microsoft Windows 10, Microsoft Word, Excel, and PowerPoint, Microsoft Outlook including calendaring, contacts, PST files, rules wizard and delegate rights, Adobe, Smartphone devices, VPN, Network Printers (HP).
Understanding and working knowledge of TCP/IP and Multicast technologies.
Working knowledge and understanding of Active Directory.
Demonstrated interpersonal and communication skills.
Ability to prioritize and execute tasks on time.
Self-motivated and self-directed.
Keen attention to detail.
Able to work successfully in a collaborative team environment.
Strong customer service orientation.
Friendly and personable.
Independent mobility throughout work locations, and ability to move unaided from one working level to another, ability to access, unaided, all installed equipment locations, including working at height, when required.
Ability to negotiate security checkpoints and screening x/ray access points without assistance.
Visual acuity - ability to interpret and operate customer-owned computer screens and read/write relevant documentation, without the need for special accommodation (large print, Braille, voice assisted computer system, or dictation equipment).
Ability to carry tools, test equipment and replacement equipment (up to 50 lbs), independently and unaided.
Ability to drive standard vehicles without any requirement for modified controls.

Nice To Haves

An Associate or higher degree from an accredited college or university in data processing/information systems preferred.
Additional IT certifications that distinguish skill set on security, Cisco, VMware.

Responsibilities

Regularly interact with Greater Orlando Aviation Authority (GOAA) customers.
Perform installation, configuration, relocation and support of the Authority’s computer equipment and workstation software.
Provide assistance by working in close contact with the vendors and clients.
Ensure knowledge base is current and accurate and all technical issues must be tracked and documented in a detailed format.
Track all issues.
Carefully track and comment all issues and resolution in detail within Service Now.
Troubleshoot problems that impacts the IT services.
Triage or troubleshoot the problem if possible.
Responsible for the timely completion of assigned incidents and tasks.
Manage, support and deploy network infrastructures.
Receive user Service Desk calls, document user’s requests, and provide telephone assistance for troubleshooting, installation and configuration of the Authority’s computers and software.
Provide first level VoIP and Mobile device support.
Provide first line support; escalate more complex problems to a second level resource.
Produce training material as needed.
Perform other duties as required.