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Service Desk Technician II

The Service Desk Technician II, based in Lakeland Florida, is responsible for resolving business user issues related to IT. This includes implementation of new user desktop hardware and software and everyday service requests relating to PC hardware and software, Printing, end and user Devices. The Service Desk Technician II is responsible for all user-related IT issues in the workplace and ensures business process and quality standards are maintained. This role serves as an incident escalation point of contact for Service Desk I issues. The Service Desk Technician II has a positive attitude, is customer service oriented, patient and willing to train and work with business staff.

Essential Duties and Responsibilities

  • Perform Tier II troubleshooting and resolution for business user issues relating to hardware, software, network and communications
  • Recommend, Procure, Install and configure new user hardware, software and communication devices
  • Monitor network and production systems and ticket queue for any issues that may arise
  • Document all configurations and resolutions relating to PC’s, networks, software and issues
  • Communicate with business users regarding status of tickets and incident progress accordingly
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Work with the Service Desk Lead to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require Systems Engineer level support
  • Available during non-business hours to resolve system issues as needed
  • Other duties as assigned

Education and Experience

  • 3 years of experience in an IT support or technical environment, with significant PC or client/server platform experience.
  • Familiarity with networking, servers, desktop PC’s, Windows, PC imaging, software installation, patching, print, hardware
  • Ability to communicate, train, work with and build relationships with end users.
  • A+, Network +, MCSE/MCSA, CCNA are all beneficial certifications
  • Self-motivated with the ability to work in a fast paced environment
  • Willingness to work extended hours or weekends when necessary

Knowledge, Skills, and Abilities

  • Strong communication skills, both written and verbal
  • Strong attention to detail in high-pressure situations
  • General understanding of desktop, server and network technologies
  • Ability to work in a team and communicate effectively
  • Excellent customer service and communications skills
  • Excellent troubleshooting and problem solving skills
  • Ability to multi-task and adapt to changes quickly



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