Requisition Title: IT Help Desk Tech (02QET)
US-FL-Melbourne
Description
Expect more than a job.
•Culture of Service- to be treated like you are the customer from day one•Teamwork – belonging to a supportive family team environment that encourages growth,fosters trust and open communication and acknowledges value in yourcontributions•Respect – a team that is accountable, dependable and gives you their full attention•Proactive – to surround yourself with solution-oriented people who strive to improvethemselves, others and the organization
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Position Summary
The IT Help Desk Technician follows documented work instructions to accommodate customer work order requests, including creation and administration of IDs that provide access to various internal and external systems.
Duties and Responsibilities
•Answer phone and email requests for technical assistance and perform tier 1 and 2 troubleshooting and analysis.•Incident detailed documentation in Service Now or other required applications for any work they perform•Complete checklist of daily operational tasks to ensure system availability before production hours and monitor system performance•Provide setup, imaging, upgrades, repair and inventory control services for PC’s at the local site•Administrate or facilitate the administration of IDs•Create and update Support Documentation•Moving or relocating workstations as required, for both small and large projects•Ability to work flexible hours and accommodate any of the IT Support Services shifts. Overtime might be required when needed. Ability to provide after-hours 24/7 on-call or on-site support.•The local IT Support Technicians are the primary source for daily support tasks on the production floor and are responsible for escalating to local administrators if the problem is beyond their area of expertise and responsibility.•Maintain a positive work environment that fosters team performance. Support and contribute open communications flow inside and outside the Technology Team•Other IT projects as required
Education
•Associates Degree or equivalent work experience within the I.T. field.•CompTIA A+ preferred•CompTIA Network+ preferred
Experience
•Minimum of 4 years, Computer hardware and software experience in an Enterprise environment.•Experience with basic Network troubleshooting.•Experience with basic Telephony troubleshooting•Experience with Ticketing systems, preferably Service Now
Skills
•Strong communication, customer service and organizational skills.•Strong problem resolution and decision-making skills.•Working knowledge of Windows 10.•Working knowledge of Outlook 2013/2016 and Office365.•A good listener with a proven ability to build relationships with all levels of staff.•Strong time management skills, attention to detail and outstanding follow-up skills.•The ability to work well under pressure with tight deadlines.
Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.
