IT Service Desk Tech II

Advita Ortho•Gainesville, FL

About The Position

Delivery technology support services to internal and external customers. Responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user services requests within established SLAs. Problem resolution includes the use of diagnostic and service request tracking tools, as well as require that the individual provides both in-person and remote support at the desktop level.

Requirements

Associates Degree or equivalent work experience required. Bachelor’s Degree or equivalent work experience preferred.
Minimum 3-5 years of experience in Information Technology service delivery.
Experience with Windows operating systems and M365 Office productivity suite.
Experience with Active Directory basic administration.
Experience providing administration of mobile device management platforms (Microsoft Intune).
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
Excellent communication, interpersonal, and customer service skills.
Ability to work in a team environment.
Ability to maintain strict adherence to established process and procedures.
Ability to troubleshoot and resolve technology related issues.
Strong organization skills with an attention to detail.
Strong customer centric service deliver posture.
Experience writing and maintaining basic automation scripts.

Responsibilities

Provide Level 1 and Level 2 end-user support for hardware, software, business applications, and communication systems, escalating promptly when needed
Respond to service requests in accordance with established SLAs, ensuring timely resolution and a high standard of customer satisfaction
Deploy, configure, and maintain end-user devices and software, including testing and approving deployment scripts
Develop and maintain PowerShell scripts to support process automation
Create and maintain service desk knowledge base materials, including fact sheets, FAQs, and tutorials, in collaboration with the infrastructure team
Develop and deliver end-user training to support adoption of technology and services
Support audio/visual and collaboration equipment for internal meetings
Set up and manage third-party contractor access in accordance with established procedures
Provide on-site remote hands support for vendors and engineers as required
Document all activities and resolutions accurately within the ITSM platform per established procedures
Conduct resolution validation and customer satisfaction follow-up to ensure quality of service delivery
Recommend improvements to policies, processes, and procedures as part of a continuous improvement culture
Build strong rapport with end users to foster trust and a positive service experience
Mentor junior service desk technicians to support team development
Ensure knowledge and application of the Quality Management System and all applicable federal and international standards