IT Service Desk Support Technician

Katmai Government Services; Orlando (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Katmai Government Services is seeking a dedicated IT Help Desk professional to provide responsive technical assistance to internal customers in Orlando. You will handle end-user hardware, software, and enterprise applications, responding to tickets and guiding users to resolution.

Responsibilities include remote troubleshooting, issue ownership, and escalation when needed, with a focus on white-glove onboarding and maintaining SLAs.

Qualifications

• Associate degree or 2 years of college in IT or related field preferred.
• 4+ years of relevant experience acceptable in lieu of degree.
• 2+ years of documented industry experience.

Responsibilities

• Serve as first point of contact for customers seeking technical assistance via phone, email, or chat.
• Take ownership of each ticket through closure.
• Perform remote troubleshooting and guide customers through problem-solving as a collaborative process.
• Determine best solution using customer details, troubleshooting, knowledgebase, and staff experience.
• Escalate unresolved issues after updating the service ticket with details.
• Provide accurate information on IT products or services and make recommendations to improve service.
• Guide users through enterprise software and multi-factor authentication.
• Maintain SLAs and provide status updates to customers.

Skills

Troubleshooting

Windows/macOS support

MFA

IT ticketing system

English fluency

Mobile device support

Communication

Education

Associate degree or 2 years college preferred

Job description

Summary Provide responsive, thorough, and personable technical assistance to internal customers. Support all end user hardware, software, peripherals, and enterprise applications. Respond to service tickets for assistance with basic technical issues and work with customers to solve them in a timely manner.

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat
• Take ownership of each assigned ticket through closure
• Perform remote troubleshooting through effective diagnostic techniques and asking pertinent questions while walking the customer through problem-solving as a collaborative process
• Determine the best solution each issue, leveraging details provided by the customer, troubleshooting, review of knowledgebase, and experience of support staff
• Direct unresolved issues to the next level of support personnel after fully updating the service ticket with all details
• Provide accurate information on IT products or services and make recommendations that would enhance our customer service
• Guide customer though features and functionalities of enterprise software and multifunction authentication
• Provide \"white glove\" service for all onboarding/new hire and C-level tickets through closure, ensuring that each user is fully functional and able to support their daily routines
• Meet all existing customer service level agreements (SLAs), follow-up with the customer to provide status updates, and confirm that their issue was satisfactorily addressed their issues
• Record events, problems, and resolutions in rough draft for inclusion in the knowledgebase
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements for customer service processes and procedures
• Seek and participate in personal and professional development opportunities to maintain a detailed knowledge of industry standards, best practices, and business needs
• Maintain regular and punctual attendance
• Other duties as assigned

Essential Duties & Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat
• Take ownership of each assigned ticket through closure
• Perform remote troubleshooting through effective diagnostic techniques and asking pertinent questions while walking the customer through problem-solving as a collaborative process
• Determine the best solution each issue, leveraging details provided by the customer, troubleshooting, review of knowledgebase, and experience of support staff
• Direct unresolved issues to the next level of support personnel after fully updating the service ticket with all details
• Provide accurate information on IT products or services and make recommendations that would enhance our customer service
• Guide customer though features and functionalities of enterprise software and multifunction authentication
• Provide white glove service for all onboarding/new hire and C-level tickets through closure, ensuring that each user is fully functional and able to support their daily routines
• Meet all existing customer service level agreements (SLAs), follow-up with the customer to provide status updates, and confirm that their issue was satisfactorily addressed their issues
• Record events, problems, and resolutions in rough draft for inclusion in the knowledgebase
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements for customer service processes and procedures
• Seek and participate in personal and professional development opportunities to maintain a detailed knowledge of industry standards, best practices, and business needs
• Maintain regular and punctual attendance
• Other duties as assigned

Supervisory Responsibilities None.

Requirements MINIMUM QUALIFICATIONS

• Associate degree or a minimum of two (2) years of college with a concentration in information technology, management information systems or computer science preferred
• In lieu of degree, four (4+) plus years of relevant experience
• Two (2) + years of documented industry experience
• Effective troubleshooting and problem-solving skills
• Experienced in Windows 10/11 and Mac/iOS, M365 Office and other common desktop applications, multifactor authentication
• Experience support iPhone and Android cell phones
• Experience with an IT support desk ticketing system
• Must be able to read, write, and speak fluent English
• Must obtain and maintain any necessary security access and/or background checks. (U.S. citizenship required)

Desired Qualifications & Skills

• Effective written and verbal communication skills
• Experienced, critical thinking troubleshooter who can put out fires under pressure when workload increases
• Has knowledge of a variety of modern software applications and the versatility to learn new tools
• Self-starter who is comfortable working with various skill sets, developers, system, and security engineers
• Upbeat and passionate about providing highly effective customer service
• Organized and efficient with ability to assist others as needed
• Professional certification(s)

Work Schedule Full-Time. May be required to work additional hours as needed to complete assignments or projects, or flex hours to cover west-coast time zone.

Travel The expected travel time is less than 25%.

Driving Requirements Must have or be able to attain a valid state driver's license and be insurable on the company\'s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%.

Work Environment Work is primarily performed in a professional office setting, including the normal office equipment (e.g., computer, fax machines, copier) and with a wide variety of people in differing functions, personalities, and abilities.

Physical Demands Position consists of seeing up close and sitting for long periods of time, bending, stooping, crouching, and lifting up to 30 pounds. Frequently uses hands/fingers for manipulation of keyboard and mouse. It is Katmai Government Service's business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.