IT Service Desk Technician ( REMOTE )

Job Description Job Description JOB TITLE: Service Desk Technician ( REMOTE ) LOCATION: REMOTE Purpose: Verbally consult with end-users to gather diagnostic information and translate and understand their technology issue(s) to diagnose the issue through debugging, requirements analysis, troubleshooting, and technical analysis. Analyze the issue to determine the appropriate solution. Apply the solution and analyze the results to determine issue resolution. Communicate resolution to the end user in non-technology language. Technicians will be required to conduct their work in such a manner that requires application of broad instructions, objectives and policies requiring considerable initiative and independent analytical and evaluative judgment. Duties and Responsibilities: Gather diagnostic information from both devices and users including receipt of escalated issues for purposes of research and resolution. Recognize problems and conduct root cause analysis. Receive and respond to incoming calls, and/or e-mails regarding technology issues. Work with end users to deliver support defined by contracted Service Level Agreements. Configure, test, maintain, and troubleshoot end user workstation hardware, mid-tier systems, software, networked peripheral devices, and networking hardware products. Assist in preparing, maintaining, and upholding procedures for logging, reporting, statistically monitoring system performance, and support documentation. Accurately document instances of hardware failure, repair, installation, and removal. Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations. If necessary, liaise with third-party support and technology equipment vendors. Work directly with clients and end users to create and enforce policies and procedures for end-users, such as accessing systems. Provide issue resolution support and ensure the stability, integrity, and efficient operation of client networks. Perform remote analysis, diagnosis, and resolution of complex system problems for a variety of technologies, devices and end users, implementing remote corrective solutions. Communicate solutions and status accurately and timely internally and externally. Meet metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation. Job Requirements Technical Requirements: Software: Microsoft Office suite (all versions) Operating Systems: Microsoft Desktop and Server OS, MacOS, Mobile OS platforms Hardware: Desktops, laptops, wireless devices, network printers, servers, routers, switches, and firewalls Education: High school degree or equivalent required Associate’s degree in IT or related field preferred Level 1: preferred Level 2: strongly preferred Level 3: required A and Net certifications Level 1: preferred Level 2: strongly preferred Level 3: required Experience: Experience in a technical support role Level 1: 1-2 years or equivalent work experience Level 2: 2-4 years or equivalent work experience Level 3: 5 years or equivalent work experience Phone systems support (Cisco/Avaya) Other: Candidate must be a good “organizational fit" with the rest of the EI team. Demonstration of analytical problem-solving and diagnostic is essential. Understanding of Windows Active Directory users and computers. Level 1: Basic Level 2: Strong Level 3: Expert Understanding of Windows NT permissions. Level 1: Basic Level 2: Strong Level 3: Expert Excellent communication skills. Ability to multitask in a fast paced environment. Must be creative and flexible. Strong interpersonal skills essential. Good attendance required. Ability to effectively build relationships with customers. Ability to critically think outside defined parameters. Ability to quickly learn to support proprietary client applications Able to sit for long periods of time Comfortable performing remote support Preferred Experience (required for levels 2 and 3): VPN experience Preferred Certifications (strongly preferred for level 2, required for level 3): MCP, CCNA, Security, MCSE Messaging, CCA, MCSA, MCDST, ITIL v4 Foundations MINIMAL NON-TECHNICAL REQUIREMENTS OF THE JOB: Travel: NO If yes, how often: as needed to support remote locations On-Call Duty: YES Physical Requirements: YES If yes, describe: 30 – 100 lbs. (computer equipment) How often? Frequently Shift Work: YES If yes: Assigned shift will be determined by NOC Team Lead and Engineer upon hire. (All shift work days/hours and rest days are subject to change.) Job Status: Full-Time/Hourly (35-40 hrs); Core work hours/days: Shifts Vary Company Description Enterprise Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs. To learn more about us and our suite of services, visit www.entint.com. Company Description Enterprise Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs.\r\n\r\nTo learn more about us and our suite of services, visit www.entint.com.

Location: Jacksonville, Florida, US

Posted Date: 8/2/2025