IT Help Desk Technician

We are seeking an energetic, customer-service-oriented Help Desk Technician to provide technical support to users efficiently and accurately. As the front line of support, you will resolve technical issues, minimize escalation needs, and deliver an exceptional experience to our clients and their businesses.

This is a full-time, in-person, technical position requiring a strong understanding of troubleshooting, computer systems, networking, and software applications. Candidates must have the ability to resolve technical issues effectively and independently while providing excellent customer service.

Responsibilities

• Provide first-level support and communicate solutions to customer issues.
• Resolve Level 1 and Level 2 issues promptly and escalate unresolved queries as needed.
• Track, route, and redirect problems to the appropriate resources.
• Update customer data and create activity reports.
• Guide customers through problem-solving processes and follow up to ensure resolution.
• Utilize strong customer service skills to exceed customer expectations.
• Document issues and ensure proper recording and closure of tickets.
• Recommend procedure modifications or improvements for efficiency.
• Maintain and grow knowledge of help desk procedures, products, and services.
• Schedule Level 3 support when required.

Skills

• Proven experience providing help desk or computer support services.
• Proficiency in English, with strong client-facing and communication skills.
• Familiarity with help desk software, databases, and remote control tools.
• Advanced troubleshooting and multitasking skills.
• Strong customer service focus with a commitment to high-quality results.
• Associate’s degree in Information Technology, Computer Science, or equivalent experience.

Work Location

• Primary location in Orlando, FL.
• Occasional travel to other client locations in the state of Florida may be required.
• **This is not a remote position. Candidate...