IT Service Desk Technician - Level 1

CIO Technology Solutions Tampa , FL 33607

Posted 2 weeks ago

CIO Technology Solutions is a Technology Solutions Provider of cloud hosting, technology support, network security and compliance, and design and solution consulting. We are committed to providing best in class service to our clients as well as helping our people grow and reach their potential. We are a great place to call home because we embrace the Work hard, Play Hard philosophy and think of each other as family! We are always looking for and welcome the critical thinkers with strong analytical skills who are adaptable, have excellent communication skills, and are committed to continuous learning. If you are one of these people and you want to invest your future in us, we will invest in you! We offer an excellent benefits package as well as educational and career growth opportunities in a fast-paced but fun environment.

Were currently seeking an experienced IT Service Desk Technician - Level 1 to work the 1pm to 9pm shift. The level 1 monitors customer networks, provides phone support for customer-related technical issues, performs general maintenance activities, and escalates network critical issues to Level 2 and 3 technicians. Must be able to work in a highly dynamic environment, either individually or as part of a team.

General Duties

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email, providing troubleshooting and diagnostic techniques and asking pertinent questions
  • Determine the best solution based on the issue and details provided by customers, including knowing when to escalate to the next support level
  • Record events and problems and their resolution in ConnectWise ticketing system
  • Participate in the after-hours on-call rotation schedule
  • Document unique to customer or systemic problem resolution activities for future staff reference.


  • Microsoft Windows professional version desktop operating systems (most current 3 version
  • Microsoft Office applications (most current 3 versions)
  • Microsoft business application products (Lync, Skype, Visio, 365, etc.)
  • Windows Server Active Directory user support
  • Network Printer/Scanner setup and support
  • Citrix XenApp remote desktop services
  • Internet Explorer/Chrome, support of multiple browsers
  • Customer-oriented and even-tempered
  • ConnectWise/LabTech experience preferred
  • 1 year of IT support experience within a MSP (Managed Services Environment) preferred
  • 2 year (AS) degree in Computer Technology, similar degree or experience preferred
  • CompTIA A+, Network +, Security Plus, similar certification or experience preferred


  • PTO Package
  • Community Volunteering Program with PTO Comp
  • Complete Insurance package (includes health, dental, vision, life, and ancillary coverage options)
  • IRA Package with 100% match
  • Referral Bonuses
  • Business casual attire
  • Frequent company events, lunches and other perks
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Help Desk Associate II (Level 1 Support)

Bloomin' Brands, Inc.

Posted 4 days ago

VIEW JOBS 10/18/2019 12:00:00 AM 2020-01-16T00:00 Bloomin' Brands has an immediate opening for an experienced Help Desk Associate who has at least 2 or more years prior customer support experience in a technical setting. This is a full time role and is based in our Restaurant Support Center, located near the Tampa airport. The Help Desk Associate II (Tier 1 Support) role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Tier 1 Associates will be the primary initial point of contact for restaurant emergency calls and calls escalated from the Service Desk. They are responsible for the logging of all incoming communications (email, voicemail, live calls, etc.) into the Incident Management ticketing system in a timely manner with correct prioritization. The Tier 1 Associate will perform troubleshooting for incidents using all available resources with the objective of resolving each incident on a First Call Resolution basis. Tier 1 Support will also act as the first point of escalation from the Service Desk for higher level/more in-depth troubleshooting, Service Requests, and Hardware Orders. Responsibilities: * Field incoming requests from end users via telephone, e-mail or other established Support channels * Document all relevant information, including name, department, contact information, and nature of issue, troubleshooting steps taken, and resolution. * Review escalated calls and incidents from the Service Desk to ensure correct troubleshooting and take appropriate action * Review for accuracy and complete Restaurant Service Catalog requests with the appropriate course of action * Ability to exercise judgement using procedures and practices to determine the appropriate course of action and correct troubleshooting/resolution is performed * Prioritize and resolve incidents as defined with the ITIL methodology. Escalate and oversee resolution of incidents to the appropriately experienced Tier 2 Associate * Utilize knowledge base, FAQ's, teammates and all other available resources to aid in incident resolution in order to resolve customers issues effectively and efficiently * Identify and learn appropriate software and hardware used and supported by the organization. * Perform preventative maintenance when needed, including checking and cleaning workstations, printers and peripherals * Perform post-resolution follow-ups to help requests * Contribute to overall team effort in achievement of established SLA's * Consistently meet and exceed established benchmarks in performance set forth by management for all Tier 1 Associates * Desire and ability to provide an outstanding customer experience and go the extra mile in everything they do Knowledge & Experience You Will Need: * At least two years help desk and customer service experience * A+ and/or Net + Certifications * Knowledge of basic computer hardware, including POS equipment * Experience with desktop operating systems * Working knowledge of a range of diagnostic utilities * Strong understanding of the organization's goals and objectives. * Exceptional written and oral communication skills. * Exceptional interpersonal skills, with a focus on rapport-building and teamwork. * Strong documentation skills. About Bloomin' Brands, It's Culture, and our Principles & Beliefs: * We believe that if we take care of our people, the institution of Bloomin' Brands will take care of itself * We believe that people are driven to be a part of something that they can be proud of, is fun, values them, and that they can call their own * These beliefs are a cherished part of our heritage and remain at our core * Strong partnership with our Supplier Partners and purveyors * 2018 Fortune Magazine World's Most Admired Company * 2019 Forbes list for Best Employer for Diversity * Bloomin' Brands, Inc. ("BBI") is one of the world's largest casual dining companies * 1,500 restaurant locations throughout 48 states * Operating in 21 countries * Headquartered in Tampa, Florida Benefits: Eligible salaried Team Members enjoy competitive pay and benefits (which vary by location according to employment laws and practices), such as: * Comprehensive health insurance for you and your family, which includes prescription drug coverage and Flexible Spending Accounts * Dental and vision insurance coverage * Paid vacation * Paid holidays * Life and accidental death and dismemberment (AD&D) insurance * Optional supplemental life and AD&D insurance * Short- and long-term disability insurance * Optional supplemental short- and long-term disability insurance * Adoption assistance program * Team Member Assistance Program * 401(K) plan * Meal discount at any Bloomin' Brands' restaurant * Recognition programs for outstanding performance * Valuable discounts on a variety of products and services Bloomin' Brands, Inc. Tampa FL

IT Service Desk Technician - Level 1

CIO Technology Solutions