Service Desk Technician - SDT

Service Desk Technician

Location : Sanford, FL

Duration : 6-Month Contract-to-Hire

Job Description

The Service Desk Technician is responsible for receiving, documenting, prioritizing, and resolving customer requests for technology services and repairs. This role provides technical support for Windows and Mac workstations, desktop peripherals, mobile device management, asset tracking, and various applications. The Technician ensures high-quality customer service, strong communication, and adherence to best practices to deliver exceptional results.

Essential Functions

(Examples of duties; not all-inclusive.)

• Prioritize and manage multiple incidents and service requests.
• Respond to incoming calls, tickets, emails, and in-person support requests regarding hardware, software, networking, or other technology issues.
• Administer security access privileges with an understanding of group policies.
• Configure, install, and repair computer endpoints; follow up to ensure proper functionality.
• Perform remote troubleshooting using diagnostic techniques and targeted questioning.
• Document issues and resolutions in the ticketing system.
• Support and manage mobile devices, including provisioning, securing, OS updates, and MDM policy creation.
• Develop and maintain installation, operations, and configuration procedures.
• Perform daily system monitoring to verify system integrity and availability.
• Install Windows updates, software patches, and firmware.
• Monitor ticket workflows in alignment with SLAs.
• Notify management about issues requiring escalation or additional support.
• Maintain excellent communication with users regarding request and incident status.
• Assist in developing training materials and conduct user training sessions.
• Diagnose, troubleshoot, and resolve hardware, software, or network problems; replace defective components as needed.
• Support desktops, laptops, and mobile devices through configuration, optimization, and maintenance activities.
• Provide support for Mac OS, Windows, and Microsoft Office environments.
• Participate in on-call rotation for after-hours support.
• Maintain inventory and accurate asset records.
• Lead or participate in IT-related projects as assigned.

Required Knowledge & Competencies

Additional Duties

Minimum Qualifications

Additional Requirements

Working Conditions