Service Desk Technician

We are seeking a Service Desk Technician for a client in the Lake Worth, FL area. Service Desk Technician will be working from the office, Service Desk Technician will be remoting into user’s system to install, support and maintain user’s system and customer applications. Customer applications range from Office 365, Adobe Products, Custom applications per customer. Being knowledgeable with Office 365 products, especially Outlook, since most of the calls are with troubleshooting users’ email. This also include mobile devices such as android, iPhone, iPad and tablets to setup native or outlook apps and using a multifactor authentication, Duo or 2 factor authentications for security of email. The remoting tool that is being used are Goto Assist, VNC, Bomgar or TeamViewer. Part of the service desk techs duties are to assist and troubleshoot users who RDP, VM or Terminal Serve to do active work.Service Desk Technician will be creating tickets for each call that comes into the service desk, which act as a receipt of service. Ticketing systems that are being used are Service Manager, Service Now and Zen Desk. Service Desk Technician will need to possess excellent customer service skills, since communication, good listening and good writing skills take place when handling a call. Service Desk Technician will need to be creating user accounts within active directory and in Office 365. The Service Desk Technician is required to assist with network related issue and network connectivity, such as troubleshooting internet connections and joining system to the domain. Service Desk Tech will be installing and troubleshooting network and local printer issue.Service Desk Technician will need to be reliable and be able to start on time and ready to take call on their schedule shift. The service desk is a 24-hour service and the service desk technician are required to be flexible to work on weekends and holiday. Service desk technician will be on a 24-hour weekend on call rotation once converted to a permanent position.

• 3 years’ experience with Windows 10 and Mac OS X (Sierra, High Sierra, Mojave, Catalina)
• 3 years’ experience with Mobile Devices such as Android \ iPhones \Tablets \ iPads and be able to setup email on native or outlook app.
• 2 years’ experience with Multifactor Authentication, 2 factor authentication or Duo
• 2 years’ Experience using a ticketing system, such as Service Manager, Service Now and Zen Desk.
• 3 years’ experience with Customer Service Skills, which includes good writing skills, communication, and being an active listener.
• 3 years’ experience with network connectivity, how to troubleshoot a system if a user cannot get connected to the network (including internet), how to join a system to a domain
• 3 years’ experience with Active Directory, creating and terminating accounts
• 3 years’ experience with Office 365 Administration.Be able to setup one drive and how to troubleshoot Office product’s like word and excel.
• Be able to Multi-task with calls and tickets.
• 3 years’ experience setting up and troubleshoot systems, local and network printer?
• Have experience using remoting tools such as Goto assist, Bomgar, VNC, Team viewer
• 3 years of experience working with VM’s and Remote Sessions
• Certifications: (is a plus but not required) Apple Certification, A+ and or Network +