Service Desk Technician

Job DescriptionJob Description

Introduction:

Visium Resources has been asked to identify qualified candidates for this Service Desk Technician position.

Location: Melbourne, FL (100% Onsite). Please note: This office will relocate to Orlando, FL, in early 2026. Candidates must be willing to work in both locations.

Schedule: Monday - Friday, 8:00 AM to 5:00 PM (Core Business Hours)

Type: Contract with potential for extension or conversion to permanent employment.

Top 5 skills

• Proficiency in Windows 10/11 operating systems and Microsoft Office (including Microsoft 365).
• Strong PC hardware troubleshooting skills.
• Proactive attitude and problem-solving abilities.
• Ability to work with minimal supervision and manage time effectively.
• 1-2 years of experience with ServiceNow.

Service Desk Technician Summary:

The main purpose of this position is to support the growing number of users. This position requires the candidate to:

• Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly
• Support remote and office-based end users at different office locations, provide a high level of customer service at all times.
• Work with a team of technicians, share knowledge, and provide feedback
• Have the knowledge to support today’s IT standard environments and ensure the company's computing environment is stable and performing optimally.
• Maintain end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
• Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM’s or any other contact with end users that require their time and support.
• Provide a high level of customer service at all times.
• Be available to travel to other site locations when required.

Essential Functions / Key Areas of Responsibility:

This Service Desk Technician will operate as first and second level support to end-users running workstations and laptops. This role is expected to be proactive in managing the customer computing experience. The technician will be expected to execute plans, implement standard procedures and follow complicated instructions. They must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users. They will coordinate with other IT teams and computer specialists to resolve technical problems. They must also consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system. This includes documenting their work, executing and maintaining security standards, and handling asset management software tools.

Duties include, but are not limited to:

• Taking incoming calls during standard business hours
• Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate. Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
• Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
• Interact with external vendors hired by the IT department.
• Maintain a clean and organized IT workspace, following Lean processes implemented onsite.

Service Desk Technician Requirements:

Minimum Requirements:

• Proficiency in both written and spoken English with fluency in professional contexts
• Bachelor’s Degree in Information Technology with a minimum of 3 to 5+ years of relevant experience, or an equivalent combination of education and experience.
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
• Formal Windows class-room training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
• PC hardware troubleshooting and repair skills required
• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
• A minimum of 1-2 years’ experience using ServiceNow ticketing system.
• Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online)
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
• Ability to balance priorities and work alone or with team with minimal supervision.
• Good organization and project management skills with attention to details
• Good verbal and written communication skills with the ability to document solutions and train other staff
• Ability to travel to office and data center locations for on-site support, as needed.
• A minimum of 1-2 years of service desk operation experience in Windows technologies.
• The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
• Ability to read, analyze, and interpret technical procedures, or governmental regulations furnished in written, oral, diagram, or schedule form
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Qualifications:

• Experience working in an agile operations model.
• One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
• ITIL certification
• Certifications in Windows and Linux system management

Company DescriptionVisium Resources is an award-winning employment firm with a mission to match talented individuals with highly successful organizations. At Visium, our company’s success is based on your success. When you work with us, you are never “just a number”. You are our most important asset. Here, you will know us by name through our regular visits to client sites and even occasional luncheons. We will always be there when you need assistance and will always go the extra mile to ensure that you are as successful as possible. Whether you're looking for contract, contract-to-hire or permanent opportunities, we firmly believe there is no employment agency that will work harder for you than Visium. Visium Resources is an equal opportunity employer and values . All employment is decided based on qualifications, merit and business need.Company DescriptionVisium Resources is an award-winning employment firm with a mission to match talented individuals with highly successful organizations. At Visium, our company’s success is based on your success. When you work with us, you are never “just a number”. You are our most important asset. Here, you will know us by name through our regular visits to client sites and even occasional luncheons. We will always be there when you need assistance and will always go the extra mile to ensure that you are as successful as possible. Whether you're looking for contract, contract-to-hire or permanent opportunities, we firmly believe there is no employment agency that will work harder for you than Visium. Visium Resources is an equal opportunity employer and values . All employment is decided based on qualifications, merit and business need.