IT Service Desk Tech 2

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver exceptional customer service to internal staff.

• Manage support request tickets and achieve target SLAs.

• Utilize and enhance IT procedures, policies, and troubleshooting documentation.

• Respond to incoming support calls from grow, production, and retail facilities across the country.

• Collaborate with vendor engineers, project managers, and support technicians to address application issues.

• Assist with the management and tracking of digital assets.

• Help manage existing and legacy applications, including Active Directory groups.

• Create and deactivate user accounts across systems for new hires and terminations.

• Work alongside the IT Service Desk Manager and IT Service Desk Leads to ensure a seamless customer experience.

• Offer innovative solutions to unique challenges.

• Participate as a member of the service desk team to handle both planned and unplanned technology communications.

• Collaborate with support technicians and IT leadership to develop documented solutions as the organization expands.

• Undertake additional responsibilities assigned by the IT Service Desk Manager or IT Service Desk Supervisor.

⛳️ Requirements

• Relevant associate degree or over 2 years of experience in a related field.

• Strong time-management abilities and capability to handle multiple tasks.

• Competence in making informed decisions promptly.

• Ability to pass a Level 2 Background Screening.

• Enthusiasm for customer service and problem-solving.

• Exceptional written and verbal communication skills.

• Solid understanding of Windows operating systems, Microsoft print management, and standard O365 applications.

• Basic skills in network troubleshooting and comprehension of TCP/IP addressing.

• Willingness to work occasional evenings, weekends, and holidays.

• Availability to work scheduled hours both within and outside regular working hours, including emergency scheduling when necessary.

• Must be able to commit to working 40+ hours per week.

🏝️ Benefits

• A comprehensive benefits package that includes paid time off.

• Flexible working hours based on departmental needs.