JOB SUMMARY
As an IT Service Operations Technician, you'll support employees, contingent staff, and vendor staff, with front-line IT support, usually involving more customer interaction and individual issues to resolve, and second-line complex or escalated issues. You will be critical to the one call, one contact mission where you will support assigned issues from initiation to closure as the client's single point of contact. This will include support via telephone, chat/teams, email, and self-service tickets, as well as providing user set-up, changes, decommissioning, and deskside support. The selected resource will need to have experience setting up equipment, an understanding of hardware, and experience with account provisioning.
Must be willing to work onsite in Tallahassee, FL

JOB DUTIES

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  Model ethical behavior and execute job responsibilities in accordance with the client's core values, ethics, and information protection policies.
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  Omni Channel IT Support: Respond to and fulfill service desk requests originating from all channels (Calls/ServiceDesk/Instant Message/Email/Text) within the Service Levels. Respond to and prioritize reported service incidents, coordinating with designated business coordinators. Provide communication and updates via web portal and email. Work with impacted IT teams to ensure timely closure of incidents and ensure documentation of Root Cause and remediation. Respond to catastrophes and support catastrophe response.
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  Perform onboarding, changes, and offboarding of customer access, accounts, equipment, and services. This includes New Hire Configuration, Catastrophe Adjuster support, setup, onboarding, access management, software installation/configuration/removal, asset management, laptop replacement and refreshes, as well as decommissioning of departed employees.
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  Coordinate with other technology teams on 3rd level customer issues as the "face of the client." Maintain presence as a "single point of contact" for the client, managing their requests to resolution.
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  Participate in and make suggestions on process improvement and streamlining of Service Operations Activities. Contribute to Help Desk knowledge base articles.
  

KNOWLEDGE, SKILLS, AND ABILITIES

• Understanding of Service Levels and KPIs (Key Performance Indicators).
• Installing and setting up computer systems or software.
• ITSM processes.
• Respond to and support level II events related to system and hardware failures.
• Level II troubleshooting for software and hardware.
• Able to configure and manage systems access using system interfaces and tools.
• ITSM Certification preferred, but not required (PREFERRED).
• A+ Certification preferred, but not required (PREFERRED).
• IT Support Certification (Google Professional, IBM Professional, HDI) preferred but not required (PREFERRED).
  

RELEVANT EXPERIENCE

• 4+ years in a customer-facing role.
• 4+ years in a multi-role environment (Deskside, telephone, digital) Service Desk Environment.
  

EDUCATION

• High School Diploma | GED (REQUIRED).
• Bachelor's Degree OR 3 years relevant experience, OR a combination of college education and relevant experience equivalent to 3 years.
  

PHYSICAL REQUIREMENTS

• Stationary position (frequent).
• Move, Traverse (frequent).
• Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position X -50 pounds (frequent).
• Ascend/Descend, Work Atop, Traverse (frequent).
• Position self (to), Move (frequent).
• Move, Transport, Position, Put, Install, Remove - 50 pounds (frequent).
• Exposed, Work around (frequent).
• Travel (occasional).