Hybrid Desktop Support Technician (Level 2) – Remote Post-Training

Software Resources; 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 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.