Service Desk Technician

A Fortune 50 financial services company is seeking a highly motivated Service Desk Technician for a great opportunity with their team in Pensacola, FL. In this role, the Service Desk Technician will be responsible for acting as the first point of contact for Enterprise Technology Services (ETS) in order to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests, wherever necessary.

About the Opportunity:

Schedule: Afternoons / Evenings

Schedule: Sunday to Thursday

Hours: 11am to 7:30pm (CST)

Setting: Hybrid (At least 10 days a month on campus)

Notes: Training will be for 2 weeks on campus from 7am to 3:30pm (CST)

Responsibilities:

Respond to inbound calls daily to provide technical support/troubleshooting

Provide support via web queues, outbound interactions, and emails

Leverage resources to resolve technical issues in a timely manner

Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activities

Escalate requests outside of your scope when necessary

Attend weekly staff/mentor meetings

Remain cognizant of adherence to help promote business unit success

Adhere to IT practices, policies, and procedures

Perform other related duties as assigned or appropriate

Qualifications:

3+ years of Tier 1 support and capabilities or similar

Previous customer service and/or Call Center or front-line customer support experience in a fast-paced environment

Knowledge and understanding of the information technology field

Basic skill troubleshooting and resolving technical problems

Exposure to enterprise systems and IT terminology

Exposure to solving routine or standard administrative, operational, or system problems and issues

Desired Skills:

Knowledge of ITIL (Information Technology Infrastructure Library)

Familiar with Ticketing software (ServiceNow)