Desktop Support Technician

Software Resources has immediate, long‑term contract job opportunities for Desktop Support Technicians with a major organization in Orlando, FL.

Completely clear background check history & valid driver's license required.

We are looking for Desktop Support candidates with call‑center experience and great customer service. The position starts Monday‑Friday, with a month of training from 8‑5 pm. After training, the shift schedule is flexible to meet the 24‑hour operation. Primary 8‑hour shifts are between 7 am‑6 pm, second shift from 4 pm‑12 am, and third shift from 12 am‑8 am. After training, primary shifts can be worked hybrid.

Location:

Hybrid – 3 days onsite / 2 days remote (post‑training).

Schedule:

Site operates 24x7 – typical 8‑hour shift, 7:00 am‑6:00 pm.

Training: 4 weeks onsite, 8:00 am‑5:00 pm.

Experience with A+ computer certification, Microsoft certifications, CCNA and/or desktop imaging or scripting preferred.

We are seeking a Desktop Technician for our level 2 Helpdesk with strong desktop support experience, a customer‑first mindset, and a background in call center or high‑volume support environments. The ideal candidate thrives in fast‑paced settings, resolves technical issues efficiently, and focuses on first‑call resolution to minimize downtime and improve user satisfaction.

• Receive incoming calls and provide Level 2 technical support via phone, email, and remote access tools.
• Resolve hardware, software, and connectivity issues for end users on first contact whenever possible.
• Document incidents and service requests with clear, concise, and complete information.
• Escalate complex or unresolved issues to appropriate internal teams.
• Maintain excellent communication and service etiquette, ensuring a positive customer experience.
• Collaborate with internal IT staff to identify recurring issues and propose solutions for knowledge base improvements.

• 2+ years of Helpdesk/Desktop Support experience, preferably in a call center or high‑volume environment.
• Strong troubleshooting skills with Windows OS, Microsoft Office Suite, printers, and basic networking.
• Proven ability to prioritize tasks and resolve issues on first contact.
• Excellent written and verbal communication skills.
• Customer‑focused with a professional and courteous demeanor.
• Familiarity with ITSM platforms (specifically Service Now) is a plus.
• A+ or similar certification preferred.

• This is a full‑time position with work hours scheduled typically within a 7:00 am‑6:00 pm window.
• Open availability is needed as ultimately; shifts can fall anywhere within the 24x7 operating hours depending on the needs of the site.
• Initial 4-week training is onsite, Monday–Friday, 8:00 am‑5:00 pm.
• After successful training, eligible employees may work remotely up to two days per week (subject to management discretion and performance).
• No field work required – however, team members may be invited to participate in shadowing sessions with the Desktop Support department for cross‑training and career development.