Senior Service Experience Technician

US - FL - Tampa

Location(s)

US - FL - Tampa

Team(s)

Information Technology


Sr Service Desk Technician

Are you someone that has to have all the new technology toys 5 minutes after they have been released? A little obsessed with keeping things secure?

We are looking for a creative high energy person to join our savvy service desk team, who understands that technology is meant to empower people. The work will be consistently changing in a company that is constantly growing. You will be part of a community which is fanatical about security and on a mission to make an impact in the global technology ecosystem.

  • Customer Experience Focused
  • Love of technology
  • Initiative
  • What we bring to the table:
  • Awesome company culture
  • Dynamic people and environment
  • Focus on employee experience
  • Not afraid to try things (disciplined risk taking)
  • Mindset of continuous evolution

You:

  • Like fixing things, many things, all the time, people think you are weird because you like it
  • Are resilient under pressure, let's face it, lots of prima donnas out there…
  • Have a strong desire to continually learn and grow professionally
  • Have an overwhelming need to find a permanent fix to something you have just fixed again, in fact you will lose sleep if you don't…
  • Like to troubleshoot and want to do a victory dance when you find a solution
  • Are an information gatherer and can be a hub to coordinate people to get things done
  • Can develop strong documentation around systems and processes
  • See the value in, and perform RCAs and Post-Mortem write-ups as well as debriefs for shared learning

Our Ideal candidate has:

  • 3-5  years experience in a helpdesk / service desk capacity
  • Experience supporting marketing and event teams at technical conferences
  • Technical certifications in; Windows, Networking, Mac, Desktop Support
  • College or University Diploma
  • Desire to travel to other office locations
  • We have ambitious goals and need people that are dynamic, desire to be part of something greater than they are, and are passionate about technology. You have a chance to be part of a company that is changing how people think about information security. Your creativity will be highly valued and your nerdiness will seem normal. If you want a place where you can grow and make an impact, this is it.
  • Teamwork & Collaboration

Responsibilities

  • Strategy & Planning
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Operational Management
  • Field incoming help requests from end users via the service desk, telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install company provided software.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • Develop Knowledge base articles and frequently asked questions lists for end users or future use

Position Requirements

  • Formal Education & Certification
  • College diploma or university degree
  • Microsoft / CompTIA or equivalent entry level technical certifications such as MCP, MCTIP, A+, Network +, Server + are desired but not required.

Knowledge & Experience

  • Knowledge of computer hardware
  • Experience with desktop and server operating systems, including Windows and Windows Server
  • Extensive application support experience with Microsoft Office & Google products
  • Working knowledge of a range of diagnostic utilities
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.