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Service Desk/Desktop Support

Orlando, FL 32835

Posted: 02/19/19 Employment Type: Contract Industry: IT Job Number: 15559

TEWS has an immediate need for an Application Support/Service Desk Associate.  This role entails configuring and packaging, upgrades and new desktop hardware. Maintains desktop software and hardware; supports mobile workforce. Provides Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems. Troubleshoots problems using scripts and checklists as guides. Escalates to Tier 3 support when necessary. Documents problems and resolutions. May perform end-user training. Strong customer service skills are important in this position. Participates in the testing and evaluation of new desktop packages and implements prototypes. 

We are looking for someone with the following:

• Information Technology Service Desk experience, preferred

• Application support experience, preferred

• Strong interpersonal and customer service skills

• Strong understanding of technical IT support knowledge, hardware break/fix, troubleshooting, as well as communication and analytical problem-solving skills

• Ability to work with and for multiple employees and meet deadlines

• Knowledge of and ability to apply software support and troubleshooting methodologies

• Ability to compose grammatically correct, concise and accurate notes

• Knowledge of technology solutions for the Internet, hand held devices, personal computers and networks

• Exceptional listening skills

• Ability to communicate clearly and succinctly

• Ability to compose grammatically correct, concise and accurate notes

• Capable of locating and installing device drivers

• Diagnose, troubleshoot and/or upgrade workstations and servers

• Enhanced ability to interpret customer’s description of problem, troubleshoot and provide solutions, summarize and document interaction

• Some experience with Active Directory and understand how to add users and groups

• Understand a domain environment and how to access file/folder shares on other machines on the network

• Understand how to install different types of software and troubleshoot error messages that may come up

• Operating systems knowledge, extensive hardware laptop installation skills

• Answer inbound calls, support tickets, and web chats and assess customer’s technical support needs and handle/route accordingly, using documented procedures and available tools

• Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps

• Improve customer knowledge base references by writing and maintaining documentation

• Improve system performance by identifying problems; recommending changes

• Achieve specified performance goals

• Diagnose, troubleshoot and/or upgrade workstation servers

• Provide set up and configuration of applications

• Develop recommendations for enhancing approaches for software support service

• Develop and manage effective working relationships with other departments, groups and personnel with whom work must be coordinated or interfaced

• Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others


• Associate’s Degree in related area; or equivalent combination of education and relevant experience

• Microsoft Certification, A+ Certification or SharePoint Certification, preferred

• ITIL Certification, preferred

• ServiceNow Certification, preferred


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