Hello Chadd,

My Name is Chadd Kelly, I have been a Senior Recruiter with The Judge Group for the past Fifteen years.

https://www.linkedin.com/in/chadd-kelly-63b9aa12/. 

I saw your profile and thought this position may hold some interest. If so, please attach your latest resume, so I can review and respond quickly.

If this position is not a good fit, I would be happy to try finding you the right fit.

If there is someone you would like to refer, we gladly offer a referral fee if we are successful placing your referral.

See details below.

Thanks for your time!

Company: Top Fed Gov technology provider

Position: Service desk specialist

Duration: Contract to hire

Location: Hybrid remote/3 days onsite each week in Tampa (Rocky Point area)

Technical Support - Internal

Provide 1st level IT support to global workforce in incoming phone calls to the service desk

Troubleshoot and resolve hardware, software, application, network, user access, or related issues

Create tickets and document all activities in helpdesk ticketing systems

Escalate more complex problems or unresolved issues to next level of support

Utilize and become proficient with s standard support tools (i.e. Service Now)

Monitor call queues and ensure incoming calls are answered as efficiently as possible

Additional Responsibilities

Address client questions using available information resources

Comply with Corporate IT Service Management and Service Desk policies, procedures and directives

Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests

Recommend process changes as needed to improve service levels

Communicate company policies and standards

Stay current with information technology systems and industry trends

Provide evening and weekend support (off-hours support), as assigned, on a rotating basis.

What You Will Need:

Working knowledge and hands-on support of Windows 10 in an Active Directory environment

Experience with Microsoft operating systems and Microsoft Office including Microsoft Teams

Experience with Microsoft O365 and Microsoft Intune

Experience supporting Microsoft Azure, Office 365, and Microsoft technologies (SharePoint, OneDrive) is preferred as well as an understanding of cloud computing

Experience working professionally with customers remotely via phone, chat, and email

Strong communication (written and verbal), multitasking and customer service skills

Work effectively in a team environment to maintain Service Desk coverage and support model

Proficient in managing multiple tasks at one time and prioritizing said tasks

Experience supporting smart phones including iPhone and Android models

Strong problem-solving skills

Must be proactive, punctual and be able to multitask efficiently.

Strong planning and organizational skills

What Would Be Nice To Have:

College degree is a plus

Demonstrated skills in working with remote employees

Microsoft certifications are a plus

Experience working in an ITIL environment is a plus

Demonstrated ability to learn new technologies/solutions

Demonstrate solid skills to provide basic IT support and respond to client incidents/requests