What are the responsibilities and job description for the Enterprise Service Desk Technician position at Quiet Professionals, LLC?
Responsibilities include but are not limited to:
- Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.
- Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.
- Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.
- Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.
- Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.
- Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.
Minimum Qualifications:
- Active Secret clearance.
- HS diploma with 7 years of experience with 5 years of position-specific relevant experience.
- A candidate holding a relevant bachelor’s degree may be granted 2 years’ experience credit for education.
- Deep understanding of operating systems (e.g., Windows, macOS, Linux).
- Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.
- Knowledge of ITIL-informed processes and best practices.
- Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).
Desired Qualifications:
- Bachelor’s degree in information technology, computer science, or a related field.
- Knowledge of ITSM tools such as ServiceNow and Jira.
- Experience with scripting or automation tools.
- ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A , Network , Security , ITIL Foundation).
Quiet Professionals is located in the Greater Tampa Bay Area. We provide innovative and sustainable solutions that enhance the operational effectiveness of our clients and partners.
Quiet Professionals is proud to be an equal opportunity employer. Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly to all qualified candidates and employees. QP is committed to providing a workplace free from discrimination or harassment. We offer comprehensive benefits designed to serve the needs of our workforce.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
