AppleOne Technical Staffing · 1 day ago
Service Desk Analyst
Lakeland, FL
Full-time
Onsite
New Grad, Entry LevelAppleOne Technical Staffing is seeking a Service Desk Analyst to serve as the first point of contact for customers seeking technical assistance. The role involves diagnosing and resolving tier 1 technical issues, ensuring customer satisfaction, and managing multiple open issues effectively.
Staffing & Recruiting
Hiring Manager
Travis Brooks
Responsibilities
Serve as the first point of contact for customers seeking technical assistance via phone, e-mail
Diagnose, research and resolve tier 1 technical hardware and software issues making sure to adhere to all SLA’s
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prioritize and manage several open issues at one time
Direct unresolved issues to the next level of support personnel in a timely manner
Log all customer interactions into the ticketing system
Maintain the highest possible level of customer service
Work with vendors and internal stakeholders to ensure accurate, effective training content
Other duties as assigned
Rotating after hours support
Qualification
Required
Serve as the first point of contact for customers seeking technical assistance via phone, e-mail
Diagnose, research and resolve tier 1 technical hardware and software issues making sure to adhere to all SLA's
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prioritize and manage several open issues at one time
Direct unresolved issues to the next level of support personnel in a timely manner
Log all customer interactions into the ticketing system
Maintain the highest possible level of customer service
Work with vendors and internal stakeholders to ensure accurate, effective training content
Other duties as assigned
Rotating after hours support
Solid knowledge in Microsoft applications and environments
knowledge in Windows Server
knowledge in Windows Active Directory
Basic knowledge in Linux
Basic knowledge in TCP/IP and non TCP/IP protocols
Basic knowledge with LAN and WAN infrastructure
Basic knowledge in PRI and telecommunications
Basic knowledge with Firewalls, authentication systems
Basic knowledge with installation and maintenance of network cabling
Basic knowledge with configuration and maintenance of Unifi
Ability to perform hardware and software installations
Ability to troubleshoot and problem solve
Ability to organize and prioritize multiple work priorities
Ability to respond promptly and accurately to Help Desk requests for information and assistance
Ability to work with others, takes time to help co-workers achieve their objectives and goals when input is needed from different areas in order for timelines to be met
Company
AppleOne Technical Staffing
AppleOne Technical Staffing is the single point of contact for all your technical staffing and workforce management needs.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase