Service Desk Technician Job at Robert Half (Winter Garden)

Service Desk Technician

Robert Half

Location:
United States , Winter Garden

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for a Service Desk Technician to join a growing support team. This role is suited for a Level 2 technician who can resolve escalated end-user issues, strengthen first-contact resolution, and bring solid networking knowledge to a fast-paced managed services environment. You will support a broad client base across multiple industries, troubleshoot technical problems across endpoints and connectivity, and help maintain secure, reliable IT operations during standard weekday business hours.

Job Responsibility:

Respond to incoming support requests by phone and ticketing systems, delivering timely assistance to end users and client organizations
Investigate workstation, access, printing, password, and remote connectivity issues, using structured troubleshooting to restore service efficiently
Review monitoring dashboards and system alerts throughout the day to identify developing problems and take corrective action before they escalate
Resolve advanced technical incidents independently whenever possible, escalating only complex Tier 3 matters to senior engineering resources
Support network-related troubleshooting involving VPN connections, firewall behavior, wireless performance, and internet access disruptions
Configure and maintain SonicWall firewall settings and Ubiquiti wireless access points in support of client environments, excluding physical installation work
Work within tools such as Kaseya One, Autotask, remote management platforms, and Microsoft administration portals to manage tickets and perform support tasks
Contribute to client security and continuity efforts by assisting with backup oversight, disaster recovery tools, phishing awareness solutions, and tenant administration
Help improve service desk effectiveness by actively reviewing open queues and identifying opportunities to increase first-call resolution and reduce repeat issues

Requirements:

Hands-on experience in a Level 2 service desk, desktop support, or help desk role supporting business users in a structured IT environment
Practical knowledge of ticketing or support platforms such as Kaseya, ConnectWise, Zendesk, or Autotask
Strong troubleshooting ability across Windows environments, Active Directory, endpoint access issues, and common desktop support requests
Working knowledge of networking concepts, including VPN troubleshooting, internet connectivity diagnosis, and wireless support
Experience configuring or supporting SonicWall firewalls and Ubiquiti wireless access points
Ability to manage multiple client issues at once while maintaining clear documentation and effective communication
Familiarity with Microsoft tenant administration, remote monitoring and management tools, and general backup or disaster recovery concepts

What we offer:

medical
vision
dental
life and disability insurance
401(k) plan

Additional Information:

Job Posted:
April 27, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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