Senior IT Help Desk Technician

ESP Associates • Tampa, FL

3d

About The Position

ESP Associates, Inc. is seeking a Senior Level IT Help Desk Technician in Tampa, FL.  This is an excellent opportunity for an entry-level, service-oriented professional who is eager to learn and grow their career as part of a dynamic, collaborative IT team!

Requirements

• 3-5 years of experience in a help desk or technical customer support role 
• Active Directory and Microsoft exchange experience 
• Technical proficiency with Microsoft operating systems and Microsoft Office suite
• Excellent hardware and software troubleshooting skills
• Demonstrate a high level of customer relationship skills including professional telephone etiquette
• The ability to effectively communicate with all levels of technology users and leadership
• Experience working in a highly visible, constantly changing, and fast-paced environment
• This position requires schedule flexibility as you may be required to work on some weekends and/or evenings 
• Candidate must be able to pass a drug screen, background check, and have a satisfactory driving record in accordance with the company’s driving (MVR) policy.

Nice To Haves

• Bachelor’s or Associate's degree in Information Technology or related field 
• 1-2 years of supervisory experience 
• Experience in SolarWinds Service Desk 
• IT certifications such as CompTIA A+, Network+, MCSA: Windows 10 
• VMWare vCenter and Horizon VDI experience

Responsibilities

• Provide quick, accurate, and useful technical assistance for a range of computer systems (laptops, desktops, and servers), software, and hardware components
• Perform troubleshooting, research, and problem resolution through diagnostic techniques 
• Resolve requests on basic and mid-level technical issues, and offer advice to solve the problem so it doesn’t continue in the future
• Maintain good technical knowledge on a variety of computer systems, software, and hardware components
• Walk users through the problem-solving process and provide end-user training
• Document IT and user exchanges on all inquiries, technical issues, and/or resolutions clearly and accurately within the Pickett Service Portal 
• Direct unresolved issues to the next level of support personnel
• Supervise and mentor Help Desk Technicians
• Maintain continued IT knowledge growth by utilizing internal and external resources and other applicable furthering education initiatives
• Manage, maintain, configure, and customize the Pickett Service Portal ticketing system
• Provide insight for improving IT-related processes and procedures
• Perform other related duties as required

Benefits

• Competitive compensation with yearly performance reviews and discretionary annual bonuses
• 401(k) (Traditional & Roth plans) with a guaranteed employer match of 100% up to the first 3% and 50% on the next 2% (eligibility after 60 days) 
• PTO (Paid Time Off) & 10 Paid Holidays
• Tiered Health, Vision & Dental Insurance Options (eligibility after 30 days) 
• Behavioral Medicine through Teladoc
• Short-Term Disability Insurance (Employer paid)
• Long-Term Disability Insurance
• Life Insurance
• Pet Insurance
• Education Reimbursement Opportunities
• Flexible and Dependent Benefits Plan
• Referral Bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees