Tech Army, LLC · 1 day ago
Helpdesk Technnician
Tallahassee, FL
Contract
Onsite
Mid Level
4+ years expTech Army, LLC is seeking a Helpdesk Technician to provide omni-channel IT support. The role involves responding to service desk requests, managing customer access and accounts, and coordinating with IT teams to resolve incidents.
ConsultingIT ManagementSoftwareStaffing Agency
Hiring Manager
Jaris Dumag ()
Responsibilities
Omni Channel IT Support: Respond to and fulfill service desk requests originating from all channels (Calls/ServiceDesk/Instant Message/Email/Text) within the Service Levels
Responding to and prioritizing reported service incidents and coordinating with designated business coordinators. Provide communication and updates via web portal and email. Work with impacted IT teams to ensure timely closure of incidents and ensure documentation of Root Cause and remediation. Respond to catastrophes and support of catastrophe response
Perform onboarding, changes, and offboarding of customer access, accounts, equipment, and services. This includes New Hire Configuration, Catastrophe Adjuster support, setup, onboarding, access management, software installation/configuration/removal, asset management, laptop replacement and refreshes, as well as decommissioning of departed employees
Coordinate with other technology teams on 3rd level customer issues, as the “face of the customer”. Maintain presence as a “single point of contact” for the customer, managing their requests to resolution
Participate in and make suggestions on process improvement and streamlining of Service Operations Activities. Contribute to Help Desk knowledge base articles
Qualification
Required
Understanding of Service Levels and KPIs (Key performance Indicators)
Installing and setting up computer systems or software
ITSM processes
Respond to and support level II events related to system and hardware failures
Level II troubleshooting for software and hardware
Able to configure and manage systems access using system interfaces and tools
4+ years in a customer facing role
4+ years in a multi-role environment (Deskside, telephone, digital) Service Desk Environment
High School Diploma | GED
Bachelor's Degree OR 3 years relevant experience, OR a combination of college education and relevant experience equivalent to 3 years
Stationary position (frequent)
Move, Traverse (frequent)
Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position X -50 pounds (frequent)
Ascend/Descend, Work Atop, Traverse (frequent)
Position self (to), Move (frequent)
Move, Transport, Position, Put, Install, Remove – 50 pounds (frequent)
Exposed, Work around (frequent)
Travel (occasional)
Preferred
ITSM Certification preferred, but not required
A+ Certification preferred, but not required
IT Support Certification (Google Professional, IBM Professional, HDI) preferred but not required
Company
Tech Army, LLC
Tech Army, LLC is an 8(a) and DBE certified industry leader with over 30 years of success in providing IT consulting and end-to-end IT staff augmentation services.
51-200 employees
H1B Sponsorship
Tech Army, LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2022 (2)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Jay Narang
Chief Executive Officer
Company data provided by crunchbase