Desktop Support Technician Job at Software Resources (Orlando)

Desktop Support Technician

Software Resources

Location:
United States , Orlando

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Software Resources has immediate, long term contract job opportunities for Desktop Support Technicians with a major organization in Orlando, FL. We are looking for Desktop Support candidates with Call-Center experience and great customer service. The position starts at Monday- Friday, with a month of training from 8-5pm. After training, need to be flexible to work whatever shift needed, and we are a 24-hour a day operation. Primary 8 hour work shifts are between 7am-6pm, second shift from 4pm to 12am and third shift from 12am to 8am. After training, primary shifts can be worked Hybrid. We rotate staff off the phones to work in the field depending on the work volume.

Job Responsibility:

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

Requirements:

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 ServiceNow) is a plus
A+ or similar certification preferred

Nice to have:

Experience with A+ computer certification, Microsoft certifications, CCNA and or experience with desktop imaging or scripting preferred
Familiarity with ITSM platforms (specifically ServiceNow) is a plus
A+ or similar certification preferred

What we offer:

Medical, dental, and vision coverage
401(k) with company match
Short-term disability
Life insurance with AD&D

Additional Information:

Job Posted:
May 16, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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