Desktop Support Technician

SRI; Orlando (FL); Hybrid; USD 25,000 - 39,000; Full time

Job summary

SRI Resources is seeking a Desktop Technician for our level 2 Helpdesk in Orlando. The role requires strong desktop support and a customer-first mindset, with experience in fast-paced call center environments. After training, there is potential for remote work up to two days per week.

The ideal candidate will resolve issues on first contact, maintain clear incident documentation, and collaborate with IT staff to improve knowledge bases and user satisfaction.

Qualifications

• 2+ years of Helpdesk/Desktop Support in a call center or high-volume environment.
• Strong troubleshooting with Windows OS, Microsoft Office, printers, and basic networking.
• Ability to prioritize tasks and resolve issues on first contact.
• Excellent written and verbal communication; customer-focused demeanor.
• Familiarity with ITSM platforms such as ServiceNow is a plus.
• A+ or similar certification preferred.

Responsibilities

• Receive incoming calls and provide Level 2 support via phone, email, and remote access.
• Resolve hardware, software, and connectivity issues on first contact when possible.
• Document incidents and service requests with clear information.
• Escalate complex issues to appropriate internal teams.
• Maintain professional communication and customer service.
• Collaborate with IT staff to identify recurring issues and improve the knowledge base.

Skills

Call-Center experience

Customer service

Troubleshooting

Windows OS

Microsoft Office

Basic networking

Education

A+ or similar certification

Tools

ServiceNow

Remote access tools

Desktop imaging

Scripting basics

Job description

SRI Resources has immediate, long term contract job opportunities for Desktop Support Technicians with a major organization in Orlando, FL. **** COMPLETELY CLEAR BACKGROUND CHECK HISTORY & VALID DRIVERS LICENSE REQUIRED. **** We are looking for Desktop Support candidates with Call-Center experience and great customer service. The position starts at Monday- Friday, with at least a month of training from 8-5pm.

After training, need to be flexible to work whatever shift needed, and we are a 24-hour a day operation. Primary 8 hour work shifts are between 7am-6pm, second shift from 4pm to 12am and third shift from 12am to 8am. After training, primary shifts can be worked Hybrid. We rotate staff off the phones to work in the field depending on the work volume.

Location: Hybrid – 3 Days Onsite / 2 Days Remote (Post-Training) Schedule: Site operates 24x7 (8-Hour Shift Between 7:00 AM – 6:00 PM is typical) Experience with A+ computer certification, Microsoft certifications, CCNA and or experience with desktop imaging or scripting preferred.

Position Overview:

We are seeking a Desktop Technician for our level 2 Helpdesk with strong desktop support experience, a customer-first mindset, and a background in call center or high-volume support environments. The ideal candidate thrives in fast-paced settings, resolves technical issues efficiently, and focuses on first call resolution to minimize downtime and improve user satisfaction.

Key Responsibilities:

• Receive incoming calls and provide Level 2 technical support via phone, email, and remote access tools.
• Resolve hardware, software, and connectivity issues for end users on first contact whenever possible.
• Document incidents and service requests with clear, concise, and complete information.
• Escalate complex or unresolved issues to appropriate internal teams.
• Maintain excellent communication and service etiquette, ensuring a positive customer experience.
• Collaborate with internal IT staff to identify recurring issues and propose solutions for knowledge base improvements.

Requirements:

• 2+ years of Helpdesk/Desktop Support experience, preferably in a call center or high-volume environment.
• Strong troubleshooting skills with Windows OS, Microsoft Office Suite, printers, and basic networking.
• Proven ability to prioritize tasks and resolve issues on first contact.
• Excellent written and verbal communication skills.
• Customer-focused with a professional and courteous demeanor.
• Familiarity with ITSM platforms (specifically ServiceNow) is a plus.
• A+ or similar certification preferred.

Work Environment:

• This is a full-time, position with work hours scheduled typically within a in a 7:00 AM – 6:00 PM window.
• Open availability is needed as ultimately; shifts can fall anywhere within the 24x7 operating hours depending on the needs of the site.
• After successful training, eligible employees may work remotely up to two days per week (subject to management discretion and performance).

About SRI Resources

SRI Resources, founded more than 3 decades ago, is a trusted staffing partner specializing in Technology (IT, Creative, & Marketing), Finance, & Accounting placements. We work with companies nationwide that need skilled professionals and connect them with candidates like you looking for the right opportunity. We are always looking for professionals at all experience levels and in various specialties to meet our clients' hiring needs. As a member of our team, you will have access to benefits including medical, dental, and vision coverage, a 401(k) with company match, short-term disability, life insurance with AD&D.