IT Service Desk Technician

American Integrity Insurance Company of Florida, Inc.•Tampa, FL

2d•Onsite

About The Position

The IT Service Desk Technician is responsible for the day-to-day operational, administrative and problem-solving activities to support the computer operation system, users and to provide highly available networks and facilities to meet dynamic business needs.

Requirements

Associate’s Degree in Computer Science or equivalent work experience required.
Ability to prioritize numerous tasks and quickly analyze issues and information and provide solution alternatives.
Strong problem-solving and attention to detail.
Experience researching technical issues and resolution implementation.
Experience with computer operating systems and applications.
Ability to address customer needs with a friendly demeanor and maintain an attitude of service
Ability to work in a team or individually to provide assistance, instruction and training to internal clients.
Demonstrated excellent customer satisfaction results and focus.
Excellent initiative and execution.
Ability to prioritize numerous tasks on a daily basis.

Nice To Haves

Bachelor’s degree preferred.
One (1) to Three (3) Years of Systems Administration experience or IT support role preferred.
Windows 2016+ server OS, network and domain experience preferred.
Relevant certifications are preferred but not required.

Responsibilities

Provide Service Desk support for requests via phone, email, and walk-ins and create Service Requests, Incident Requests and Problems via Service Management application
Assist with the planning, implementation, maintenance, and documentation of all facets of network and systems infrastructure, including the Application Development lifecycle
Assist and train customers in the operation of workstations, account access, phone systems, processes, and procedures
Assist with the management of company systems infrastructure, systems, software applications
Work within Service Management application to create detailed requests, work logs, and technical documentation
Use appropriate communication and documentation to inform team members of important issues and information which will improve team performance. Inform and coordinate with Operations and other computer users of procedures that could interrupt, affect or interfere with their job duties
Escalate issues to Tier Two, as needed, as well as appropriately set customer expectations for meeting SLAs and follow-up (i.e. when to contact and who will contact)
Participate in the on-call rotation as needed with Infrastructure and Operations staff. When on-call, be prepared to address technical issues at all times.
Maintain healthy working relationships with customer base.
Install, manage and maintain computer operating systems and software to support business needs.
Assists with on-boarding and off-boarding IT equuipment setup.
Develop, implement, document, and maintain processes and procedures for information security and integrity.