SecureSI
Jacksonville, FL
Help Desk / Desktop Support
Manage the IT side of your business the easy way. Trust the area’s leading IT consultants in Jacksonville, Florida. Since 2004, our reputable IT company has a long standing history of providing exceptional customer support and innovative managed services. SecureSI manages everything from fully based cloud computing services and hybrid IT models to virtual CIO and on-premise equipment.
Position Requirements:
The primary responsibility of the Help Desk / Desktop Support Tier 2 is to provide technical support to our clients that reside at various locations throughout the US. Our multi-site environment consists of many different clients and is largely based on Microsoft technologies. Secondary responsibility will include being an escalation point to Tier I and internal client IT staff to address incidents on existing/new systems and environments as well as other activities identified by IT management.
Candidates will have a minimum of 3 years of relevant experience and have demonstrated desk-side support and customer-facing skills. CompTIA A+ and/or higher certification is required.
Roles & Responsibilities:
- Manage service requests from inception to completion within Service Level Objectives
- Advanced customer service skill set – ability to answer phones, solve a customer’s issues and leave the user with a very positive experience
- Maintain a high level of customer satisfaction
- Adhere to our inventory management and change management procedures
- PC imaging and deployment
- Provide timely reports to IT management
- Ability to multi-task, handle multiple high-priorities and balance priorities
- Must be able to improvise in an acceptable manner in order to react to a pressure situation
- Must be able to work effectively, independently or as a member of a team
- Strong communication skills and relationship building ability
- Strong Documentation skills
- Provide support to Tier I co-workers
Required Skills (but not limited to):
- Customer service skills
- Advanced experience with Microsoft desktop operating systems and Office Automation Tools
- Windows 11
- Microsoft Office (Word, Excel, PowerPoint, Access, Project, Visio)
- Knowledge of Windows Server (Current and Previous Versions)
- Mobile device support (Apple iOS, Android, and Windows OS)
- Ability to troubleshoot network devices (Routers, Switches, WAP’s, etc)
- Ability to interact with management
- Process oriented
- Excellent written and verbal communication skills
- Troubleshooting skills and attention to detail
- Organizational and time management skills
- Self-motivated and reliable
Certifications:
- CompTIA A+ (Required)
- CompTIA Security+
- CompTIA Network+
- MCP
SecureSI Employee Benefits:
- 100% Employee Medical and Dental insurance paid for by SecureSI.
- Short-term and Long-term Disability paid for by SecureSI.
- Life Insurance paid by SecureSI with optional additional coverage.
- Matching 401K
- Paid Time Off Benefits
- Certification Reimbursement
Work Remotely
- No
Job Type: Full-time
Pay: $18.00 – $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Education:
- High school or equivalent (Required)
Experience:
- Help desk: 3 years (Required)
