Service Desk Specialist

Digital Hands•Tampa, FL

6d•Onsite

About The Position

Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available, productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterprise-class customers including best-known brands in the hospitality, financial, manufacturing and communications industries. Digital Hands employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization. Digital Hands is comprised of innovators leading from the front, fueled by a desire to achieve, test new boundaries, and a determination to do whatever it takes to get there first every time. Ideal candidates believe in the mission and vision of the company and have a genuine love for what they do. At Digital Hands, we take ownership, obsess over our promises, anticipate our customers' needs. and get ahead of every threat so that our customers can focus on their business with the peace of mind that only comes from knowing their cyberworld is secure. This is a full-time, onsite role at our Tampa Headquarters. POSITION SUMMARY: Working within the Digital Hands Security Operations Center (SOC), the IT Service Desk Specialist works within a Help Desk environment, monitoring alarms and responding to incident tickets coming from a wide variety of IT and networking systems across customers’ environments, including, servers, workstations, and network devices. The IT Service Desk Specialist acts as the initial point of contact for customer calls, scheduling, Active Directory installs, documenting, triaging, remediating, or escalating as required to other teams in the SOC.

Requirements

Minimum of 1-3 years of experience in an Information Technology / help desk role:
Strong skills using and supporting Microsoft Windows desktop and server operating systems and related hardware troubleshooting of Windows machines.
Knowledge of IT Security concepts.
Working knowledge of networking concepts and remote access protocols such as LANs/WANS, VPNs, TCP/IP, UDP, HTTP, and FTP.
Experience with Active Directory, as well as troubleshooting: server, switches, and connectivity.
A keen interest in security and the need for the confidentiality, integrity and availability of information and information systems to be maintained.
Excellent analytical skills.
Excellent communication, presentation and listening skills.
Excellent organizational and time-management skills. and the ability to multi-task and prioritize.
High level of integrity, judgment and situational awareness.
Ability to work both independently and collaboratively with peers, across teams, and with management.
Flexibility and adaptability to change.
Capability of learning and performing all the activities that everyone on the shift does.
Excellent customer service skills.

Nice To Haves

Bachelor's degree in computer science or related field preferred.
Professional certifications such as A+, and Network+ preferred.

Responsibilities

Work in a shift-based call center environment, handling in-bound support calls, creating and remediating incident tickets through the service management platform.
Schedule and perform installations of customer security platforms.
Communicate clear expectations and build relationships with a primary account and their support teams while following appropriate processes and procedures.
Embrace opportunities to enhance and improve process workflows and the customer experience.