IT Desktop Support Officer; Tampa; Dispatch​/On Demand Request

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

• Provide first/second level contact and problem resolution for customer issues.
• Answer client questions in a professional manner.
• Accept and deliver all service calls assigned within the established service level agreement for each client.
• Meet established customer service satisfaction criteria as outlined in established guidelines and policies.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Complete real‑time reporting of all calls as documented in established policies and guidelines.
• Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client.
• Ensure control of assets and inventory through the prompt turnaround of parts and equipment as required by client service agreements.
• Provide timely communication on issue status and resolution.
• Understand all safety policies and guidelines and work within the guidelines on a daily basis.
• Maintain ticket updates for all reported incidents.
• Break Fix, fault diagnosis and resolution.
• Additional requirements may exist if the offer of employment is extended.
• Proven analytical, troubleshooting and problem‑solving skills.

• Windows 7 & 10, MS Office 2010/2013/2016/365
• Ability to communicate regarding technical issues with clients.
• Ability to drive to client locations.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on desktops, laptops, printers and any other authorized peripheral equipment.
• Ability to lift and/or move various computer equipment up to 50 lbs.
• Must be able to pass annual criminal and motor‑vehicle background check.
• Ability to pass agility test at hire or at time of internal transfer and every three years thereafter.
• Broad experience of IT with basic understanding of networks, servers, audio/visual, smart devices and telecoms.

• Hands‑on experience in networking.
• Knowledge about data centre.
• Windows OS (e.g. XP, Vista, Windows 7, 10).
• Microsoft Office applications.
• Active Directory.
• Performs remedial repairs on desktops, laptops, printers and any other authorized peripheral equipment.
• Install, upgrade, support and troubleshoot for printers and computer hardware.
• Mobile device management including iOS and Android devices.
• Mac operating system, to support Apple PC users.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Willing to work off‑hours and weekends when required for projects or emergency support.

At least two of the following:

• Bachelor of Engineering – Computer Science, Bachelor of Technology – Computer Science, Master of Computer Application.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.

• 1-2 years of relevant experience.
• Ready to travel 10-20 miles as per the requirement.

• Flexible work arrangement (rostering system).
• Experience an array of different IT projects/work cases.
• Be your own boss (take IT requests/work cases of your own choosing).