A leading financial institution in Pensacola, FL is seeking a Service Desk Technician to support its Enterprise Technology Services organization.

About the Opportunity:
- Shift: Flexible as it operates in a 24/7 support environment
- Setting: Hybrid – requires 10 days per month onsite
Responsibilities:
- Responding to inbound calls and providing Tier 1 technical troubleshooting support
- Managing incidents and service requests through web queues, email, and outbound communications
- Documenting, tracking, and updating tickets within the enterprise ticketing system
- Escalating issues outside of scope to the appropriate support teams
- Utilizing knowledge bases and internal resources to drive first-contact resolution
- Performing other duties, as needed
Qualifications:
- 3+ years of Tier 1 IT support or related Technical Support experience
- High School Diploma / GED
- Basic troubleshooting skills across enterprise systems and applications
- Familiarity with ticketing systems and incident management processes
- Proficiency with Microsoft Office and general PC applications
- Strong verbal and written communication skills
- Strong customer service orientation and professional demeanor
- Ability to multitask in a fast-paced, high-volume environment
Desired Qualifications:
- Associate’s or Bachelor’s Degree in IT or related field
- ITIL Foundation certification
- Experience in a Call Center and/or high-volume Service Desk environment
- Knowledge of ITIL best practices
- Familiarity with ServiceNow or similar ticketing platforms
