Desktop Support Technician - Contract

Desktop Support Technician

RKON is an ISO27001 and AICPA SOC 2 Type II certified company that specializes in providing IT migration and transformation services for the Mergers and Acquisitions market. RKON was recently recognized as one of the 100 best places to work in IT, highlighting our competitive advantage of empowering thought leaders and providing cutting-edge solutions for the fast-paced industry of Private RKON is looking for ambitious professionals to join our award-winning team. We have a proven track record for finding and developing top talent with people that believe they can achieve something greater. We also pride ourselves on fostering an environment where initiative, creative thinking, and collaboration are encouraged and rewardeda key reason for the extraordinary level of service we deliver to our customers. Join the team responsible for securing RKON's Microsoft Gold Partnership status and helping RKON attain a spot in the Top 100 Microsoft Partners.

About the Position

We are pursuing an IT Desktop Support Technician looking to elevate their career. This role will support our Lake Mary, FL client office location Monday-Friday (on-site). This is an opportunity to get hands-on experience with the latest technologies in the healthcare industry. The ideal candidate will have a strong desire to continue growing their IT career.

Our End User Engineering (EUE) professionals are expected to provide high-quality end-user support, with a strong background in PC support (Windows) and proven experience with Microsoft 365 and Teams. Candidates must possess above-average customer service, organizational, verbal, and written skills. The goal of the EUE Desktop Support Technician is to provide on-site support, guidance, and the rapid restoration of normal services to customers and users.

Responsibilities Include

User Support & Service Delivery

• Provide world-class customer service by acting as a customer advocate, setting a positive, supportive tone, and ensuring clear communication with end-users.
• Accept and respond to support requests (tickets, phone, email, chat, alerts, etc.) to ensure maximum possible service availability and performance.
• Provide Level 1 and 2 support for incidents and service requests related to hardware, software, mobile devices, and network connectivity.
• Document and track all support activities (requests, resolutions, and user interactions) in the IT ticketing system, ensuring timely and accurate updates to notes, customer communications, and related fields (priority, category, etc.).
• Troubleshoot and resolve incidents (including incident triage) or escalate complex issues as required to senior support engineers or external vendors, facilitating workflow and queue management to meet or exceed defined Service Level Agreements (SLAs).
• Reference, follow, and provide feedback on documented knowledge articles to ensure consistent solutions and contribute to the knowledge base.

System & Infrastructure Management

Projects & Collaboration

Required Technical and Professional Expertise

Preferred Technical and Professional Expertise

Experience & Certifications :

Advanced Troubleshooting & Systems Familiarity :

Education Requirements :

Training Requirements After Joining RKON :

Compensation :