Service Desk Technician




Jacksonville, FL

Date Posted:

April 26, 2019

Employment Type:


Job Reference:


Staffing Area:

Technology & IT

The Service Desk Technician provides direct computer support to the end users to ensure the efficiency and quality of business operations. This includes monitoring the Service Desk line, tracking requests, resolving level one support issues and escalating problems appropriately.

Primary Responsibilities:

1. Monitors incoming support requests from end users via telephone, web and e- mail in a courteous manner.
2. Documents all pertinent information thoroughly on each support request to ensure a timely and appropriate response.
3. Builds rapport and elicits problem details from Service Desk customers.
4. Prioritizes and schedules support requests. Escalates support requests appropriately.
5. Documents the problem-solving process for each support request, including all successful and unsuccessful decisions made, as well as the actions taken to the final resolution.
6. Applies diagnostic utilities to aid in troubleshooting.
7. Utilizes technical resources appropriately to aid in problem resolution, including accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet.
8. Identifies and learns the software and hardware used and supported by the organization.
9. Identifies support trends and suggest proactive measures for prevention to Systems Support Manager.
10. Develops help documents and frequently-asked question lists for end users.
11. Interacts clearly with vendors to provide support for systems.
12. Provides training to employees regarding system usage.
13. Participates in after-hours support rotation as needed.
14. Completes tasks assigned by departmental management.
15. Occasional travel to outer offices.
16. Other duties as assigned.

For serious consideration, please email Charles at [email protected]
Required Licenses/Certifications:
CompTIA A+ Certification to be completed no later than end of 90 day probation period



Any combination of education and experience that would provide required skills and knowledge for successful performance would be qualifying.

Preferred qualifications would be:

? Associates Degree in a computer related field.
? Equivalent work experience considered in lieu of certification or degree.
? Minimum one year experience in a Service Desk or technology-oriented support environment.

Knowledge of:

? Microsoft Office applications.
? Software and hardware troubleshooting.
? Virus detection and removal procedures.
? Disaster recovery.
? Knowledge base document creation.
? Process-mapping.

Skilled at:

? Oral and written communication skills.
? Excellent customer service skills.
? Proper troubleshooting methods.
? Good organizational and documentation skills.
? Detail oriented.
? Team player.
Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

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Jacksonville Downtown, FL

10751 Deerwood Park Blvd. South
Suite 130
Jacksonville, FL 32256
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