IT Service Desk Technician - Level 1 Contract to hire Remote in Jacksonville, FL ROLE AND RESPONSIBILITIES Provide first level support by taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes. Refer to training & support documentation, collaborate with team members, and exercise common sense on problem resolution. Project a professional company image through phone and email interaction. Daily responsibilities include but are not limited to: • Address, analyze and resolve basic incidents and requests within the designated SLA's • Diagnose and troubleshoot network issues, hardware and software applications using documented processes and procedures • Provide Tier 1 troubleshooting of cell phones, smartphones and mobile broadband devices • Accurately log and track all incidents and requests using enterprise incident management system. • Escalate to second-level support when appropriate and exercise good judgment by involving management as necessary • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude • Document resolutions and update self-help and staff knowledge bases • Actively engage in continuous improvement by recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies QUALIFICATIONS AND EDUCATION REQUIREMENTS Proven experience as a help desk technician or other related technical customer support role. Knowledge of mobile devices, including hardware, operating systems and applications strongly preferred. Duties require professional verbal and written communications skills, computer and internet literacy with the ability to learn necessary software applications. Ideal candidate is strongly self-motivated, can work under minimal supervision, and displays an apparent sense of urgency with the ability to follow through to completion any and all undertakings and assigned tasks. WORKING CONDITIONS Multiple shifts available Monday – Friday. Applicants must be available to take on-call shifts after hours on a rotating schedule. Position requires almost exclusive work using a telephone and computer. Hybrid office / remote work with option to expand remote work after a predetermined evaluation period. ADDITIONAL REQUIREMENTS This position interfaces daily with sensitive client data. Drug screening and background checks required for all candidates. Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EEO Notice Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact ****** . Vaco also wants all applicants to know their rights that workplace discrimination is illegal . By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal. Privacy Notice Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies. California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here . Virginia residents may access our state specific policies here . Residents of all other states may access our policies here . Canadian residents may access our policies in English here and in French here . Residents of countries governed by GDPR may access our policies here . Pay Transparency Notice Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to: the individual's skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; other business and organizational needs. With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.