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Information Systems Tech D
Ref No.: 17-09986
Location: Melbourne, Florida
Position Type:Contract
Start Date / End Date: 07/24/2017 to 01/24/2018
Job Description:
  • Service Desk Tech – (Candidate must be able to work shift 1,2 or 3 and be flexible)
  • We are looking for a customer service oriented IT Technician to provide technical support to our internal and external users in an efficient and accurate manner.
  • You represent the Harris IT organization and your goal is to make sure the customer experience and solutions are maintained to the standards set by Harris.

Main Job Tasks and Responsibilities
  • Provides Service Desk Services that meet or exceeds the initiatives identified by Harris
  • Supports incoming calls for approximately 23,000 internal employees to meet Service Level Goals
  • Ability to work in fast paced environments and adapt quickly to changing situations
  • Flexibility and able to work after hours (Shifts 2 or 3) Weekends and Holidays
  • Commitment to maintaining the highest standard of customer service is essential with outstanding oral and written communication
  • Strong problem-solving and trouble-shooting skills
  • Follow Standard Operating Procedures
  • Maintains Internal support documentation and Website content
  • Identify and escalate situations requiring urgent attention
  • Respond to requests for technical assistance via Phone, Email or Chat
  • Diagnose and resolve technical hardware and software issues
  • Log all Service Desk Interactions via Service Management System
  • Follow up with customers to ensure issue has been resolved
  • Participates on project initiatives
  • Support training of new team members and provide on-going training.
  • Support Disaster Recovery Plan

Education and Experience
  • Associates Degree in Information Technology preferred
  • Certifications in ITIL V3 Foundations, HDI, A+, Security+ or Network+ preferred
  • Working knowledge of fundamental operations relevant to Hardware, Enterprise Software (Windows 7/ Windows 10, Office 2013/2016, Outlook), Networking (Active Directory, Exchange Management, VPN) and Mobility support for (iPhone, Android)
  • Working knowledge of an IT Service Management (Remedy or Service Now) Preferred
  • Technical professional with minimum of 5 years of experience in IT Customer Support role,
  • Service Desk Support Center preferred

Key Competencies
  • Oral and written communications skills
  • Learning skills
  • Customer service oriented
  • Problem Analysis
  • Problem-solving
  • Adaptability
  • Team interaction
  • Attention to detail
  • Planning and organizing
  • Stress tolerance
  • Proficiency in English