Job description

JOB SUMMARY:

Provide technical and hands on support for all IOA managed computers, computer peripherals and all IOA supported software as submitted through ServiceNow in accordance with organizational SLAs.

ESSENTIAL FUNCTIONS:

• Respond to customer incidents and assigned tasks as submitted through ServiceNow or the helpdesk service line while addressing time sensitive and high priority items accordingly
• Advise users on appropriate security protocols and IOA IT related procedures
• Follow-up with customers on open action items
• Documentation of resolutions and customer Interactions
• Escalation to next tier of support as needed providing documentation of previously attempted solutions
• Acts as a liaison with customers on administrative and technical matters for assigned projects
• Installation of IOA Managed Software including initial training/explanation of best practices
• Run diagnostics and installation of security updates and operating upgrades as needed
• Configuration of new desktops and laptops including physical memory upgrades
• Assisting in the lifecycle of all IOA managed devices including the allocation of new equipment and the responsible recycling or retirement of equipment that is end of life.

NON-ESSENTIAL FUNCTIONS:

• Ensures professional skills are continuously improved by actively participating in internal/external development opportunities
• Participates in training, mentoring, and ongoing professional development of new hires
• Participation in regularly scheduled one-on-one meetings as scheduled with IT Helpdesk Manager/Supervisor

QUALIFICATIONS AND EXPERIENCE:

• Knowledge of computer software including Office Suite and Windows Operating Systems
• Desktop and laptop hardware support including peripherals
• Basic Understanding of Network Connectivity
• Excellent verbal and written communication skills
• Good problem-solving and critical-thinking skills
• Able to work in a team as well as independently
• Experienced in providing professional and courteous customer service

Job Type: Full-time

Pay: $19.25 - $26.45 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Longwood, FL 32750: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help Desk: 3 years (Preferred)
• CompTIA A+: 1 year (Preferred)

Work Location: Hybrid remote in Longwood, FL 32750

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