Service Desk Technician II

Hiring for Orlando, FL

Service Desk Technician II identifies, researches and resolves the most complex technical problems. Provides support to end users for computer, application, system, device, access and hardware issues. A Service Desk Technician II documents, tracks, and monitors the problem using applicable systems and tools. Responds to telephone, email and online requests for technical support. In addition, Service Desk Technician II coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty. May train, coach or assist less experienced team members. Works independently within established procedures associated with the specific job function.

Qualifications

• Education and/or Experience: Position requires an AA/AS degree in a computer related field plus 2 years relevant experience or 4 to 5 years equivalent experience
  OR BA/BS degree in computer science; OR the combination of education and experience that enables performance of all aspects of the position.
• Must possess a valid passport and have a willingness to travel domestically and internationally to TAIT Group offices.
• MCSA, MCSE, A+, Network+, Security+ certifications a plus.
• Highly motivated, positive, responsible, organized, quick learner and a team player
• Focus on quality customer service delivery
• Excellent verbal/written communication skills and ability to communicate complex technical concepts to varying technical levels of end users.
• Strong organizational skills to support an environment driven by customer service and team work.
• Ability to multitask and function in a fast-paced, high energy environment.
• Advanced troubleshooting and problem solving skills.
• Experience troubleshooting/repairing desktop and laptop computers.
• Advanced knowledge of Microsoft Office Professional Products.
• In-depth understanding of Microsoft Active Directory and Microsoft 365.
• Experience with computer imaging and IT ticketing software, a plus.
• Experience installing and configuring CAD products such as Autodesk and Catia, a plu
• Experience with ERP software, a plus.

Essential Responsibilities/Accountabilities

• Triage incoming service desk tickets, determining urgency and assigning the to the appropriate IT resource
• Record requests, incidents and status information through the use of the company ticketing system
• Properly documents all ticket resolutions and follows up with all parties involved to ensure problems are accurately corrected and to user satisfaction
• Monitors computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order
• Performs hardware and software maintenance, when necessary
• Sets up & installs new equipment which may include Desktops, Laptops, Printers, Network equipment, etc.
• Assist users with general computer software problems/questions and escalate to the appropriate person when necessary
• Support the implementation and deployment of internal business systems and solutions
• Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situations
• Generates or updates internal technical and end-user documentation when deviations or new process are identified
• Uses proper phone etiquette for answering phones and interacting with customers, vendors and others
• Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity
• Maintains a clean and organized work area
• Ability to perform functions of the job with minimal direction
• Serves as a point of escalation and advisor for peers to assist with complex issue resolution
• Proactively identifies issues and areas of improvement with processes, procedures and tools and offers solutions
• Ability to have reliable transportation to move through different office locations.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to frequently walk, bend, climb, push, pull, twist, squat, stoop, and kneel each day. Specific requirements are:

• Must be able to stand for extended periods of time
• Work conditions may involve moderate exposure to unusual elements such as dirt, dust, fumes, unpleasant odors, and/or loud noises.
• Work environment involves some exposure to hazards or physical risks which require following basic safety precautions.
• Must be able to wear and properly utilize appropriate personal protective equipment (PPE) to work within or visit areas where required. This includes,
  safety glasses, reflective vest, ear plugs, steel toed shoes, and other PPE as required by the location.
• Ability to travel 10-15% of the time.
• Ability to be available outside of usual business hours for problem resolution or escalations during on-call week.

For 45+ years, TAIT has imagined beyond expectations. Together with our clients, our global team of passionate artisans envision, create, and deliver experiences that move audiences around the world. From strategic visioning to delivery, across markets and media, we are united by a belief that anything is possible. TAIT exists to imagine beyond expectations to create moments that transcend. Our global multidisciplinary team works with clients in the realms of Live Shows, Location-Based Experience, Brand Experience, and Placemaking to deliver the unforgettable.

TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.

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