Hybrid Desktop Support Technician – Fast-Paced Helpdesk

Software Resources, Inc.; Orlando (FL); Híbrido; USD 42.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental and vision coverage

401(k) with company match

Short-term disability

Life insurance with AD&D

Descripción de la vacante

SRI Resources, a trusted staffing partner, seeks a Desktop Technician for its level 2 Helpdesk in Orlando. The role focuses on fast, first-call resolution in a high-volume environment, delivering courteous customer service and effective remote support. Training precedes a hybrid work arrangement with on-site and remote days as needed.

The ideal candidate has 2+ years in desk​top support, strong Windows/Office skills, and familiarity with ITSM tools like ServiceNow.

Formación

• 2+ years in Helpdesk/Desktop Support, preferably 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 skills.
• Customer-focused with a professional, courteous demeanor.
• Familiarity with ITSM platforms (ServiceNow) is a plus.
• A+ or similar certification preferred.

Responsabilidades

• 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 when 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.

Conocimientos

Customer service

First contact resolution

Windows OS

Microsoft Office Suite

Printers

Basic networking

Educación

A+ Certification

Herramientas

ServiceNow

Descripción del empleo

SRI Resources, a trusted staffing partner, seeks a Desktop Technician for its level 2 Helpdesk in Orlando. The role focuses on fast, first-call resolution in a high-volume environment, delivering courteous customer service and effective remote support. Training precedes a hybrid work arrangement with on-site and remote days as needed.

The ideal candidate has 2+ years in desk​top support, strong Windows/Office skills, and familiarity with ITSM tools like ServiceNow.