Help Desk Technician

About the role

Titan Technologies is seeking a qualified IT Help Desk Technician to provide Tier 1 support to a variety of users demonstrating technical experience and impeccable customer service. In this role, the successful candidate will assist customers in resolving and escalating a variety of problems related to IT system configuration, hardware, software, and network issues. Successful candidates will provide customer service and technical Help Desk support to the end-user community on hardware, software, and general questions and/or issues. Under general supervision, candidates will interface with multiple levels of users to identify customer needs, clarify information, research, and provide solutions and/or alternatives to customer issues.

Responsibilities

• Receive client queries regarding system problems or general inquiries by phone, e-mail or via web-enabled access.
• Log incidents and service requests into the ServiceNow incident management system.
• Collect information regarding the incident or service request and documenting details of the issue/question and troubleshooting steps performed into the incident management system.
• Provide troubleshooting and resolution via phone, e-mail or remote connectivity tools for software, hardware, network/communications issues, and customer specific applications.
• Resolve incidents or service requests immediately or by escalating it to the appropriate technical support staff or service group when necessary.
• Track the incident or service request activity to maximize timely completion.
• Follow up with customers to ascertain job satisfaction verbally or through email.
• Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or Help Desk management.
• Perform routine tasks and new assignments as assigned by the Contract Team Lead, Help Desk Manager or Program Manager.
• Other duties as assigned.

Requirements

• 1-3 years of technical support or a combination of education, technical certification, and work experience.
• Must be willing and able to work any assigned shifts Monday-Friday during the hours of 6am-5pm CT.
• Must have reliable transportation to commute to the Destin, FL office location on a hybrid schedule directed by the Help Desk Manager.
• Must have access to reliable high-speed internet at home and a designated workspace conducive to uninterrupted work.
• Experience using Windows 10 and 11.
• Experience using iOS and macOS.
• Experience using Microsoft Office products and O365 applications.
• Experience using and configuring Microsoft Edge, Firefox, Chrome, and Safari web browsers with Java plug-ins.
• Excellent verbal and written communication skills.
• Outstanding customer service skills.
• Ability to pass Level 2 Background Check, pre-employment background check, and drug-screening.
• High School Diploma or GED.

Qualifications

• IT Help Desk / Call Center experience
• Experience using an IT incident management (ticketing) system
• ServiceNow experience
• A+ Certification
• HDI Certification