Aug 16, 2019

IT Service Desk Technician

  • BravoTech
  • Norfolk, VA, USA

Job Description

IT Service Desk Technician

BravoTECH, a leader in IT staffing and staff augmentation services, seeks IT Service Desk Technician for our preferred client in their Norfolk, VA location.  The qualified candidate will possess 3+ years of experience.



This position reports to Manager of End User Services.  The primary responsibility of this position is to respond to incoming phone calls, e-mails and walk-ins to the service desk, follow up on open/closed service desk calls, and perform end user support tasks as assigned.

Responsibilities for this Position Include:

  • Evaluate, prioritize and provide 1st level technical support for incoming issues and requests made via telephone, e-mail and the IT service portal
  • Create, update, follow-up, and close out service desk tickets within established service levels
  • Escalate calls when appropriate and follow up to ensure resolution
  • Consistently follow established IT service management best practices and documented procedures
  • Perform management tasks beyond ticket response as assigned (e.g. account management, printer management, software ordering, pc and software deployment etc…)
  • Actively contribute to the improvement of service desk related processes and service levels
  • Utilize monitoring tools to proactively respond to potential problems
  • Identify and document user procedures needed to minimize or eliminate related service desk incidents
  • Assist in updating and maintaining current documentation used by IT staff for troubleshooting (e.g. supported site info, software installation procedures, procedures for opening trouble tickets with varying vendors, etc.)
  • Provide 24-7 on-call emergency support on a rotational basis


Skills/Knowledge/Experience Requirements:
  • Associates Degree in Computer Science, or equivalent, preferred
  • A minimum of two years’ experience supporting a service desk
  • Experience using ServiceNow or similar service desk solution, preferred
  • A+ and/or ITIL Foundation certification, preferred
  • Technical knowledge and troubleshooting experience with PC hardware, operating systems, application software, LAN/WANs and e-mail, required
  • Intermediate skill level with Microsoft Office 365 applications and services
  • Typing speed of 40 WPM or higher
  • High degree of patience and perseverance
  • Detail oriented and ability to consistently follow documented procedures
  • Excellent communication, listening, and writing skills
  • Ability to connect with all levels of users
  • Excellent customer service skills with the ability to display an energetic, positive attitude
  • Ability to identify customers’ needs and offer appropriate solutions




Compensation is commensurate with years of experience:




***Please note:  All applicants may be subject to a criminal history check and drug screen.

About BravoTECH:

BravoTECH is an Equal Opportunity Employer.

Headquartered in Dallas, Texas, BravoTECH has provided technology staffing and consulting services to clients throughout the country since 1996. BravoTECH’ s client-centric business model, driven by quality metrics, ensures consistent, predictable service results. As a result, the firm has realized steady growth and maintained many long-term relationships with its clients. In addition, our Recruiter Specialization Model  -- in which recruiters devote 100 percent of their time to developing relationships within one or two technical skill set areas – allows us to quickly locate and secure the highly-skilled technical resources our clients demand. BravoTECH is a WBE and HUB certified company and an Equal Opportunity Employer.


Apply for this job now or contact our office today for additional information



BravoTECH, Inc.

4835 LBJ Freeway, Suite 1000

Dallas, TX 75244

972-419-1655 – Main

800-762-7286 – Toll Free

972-419-1654 – Fax

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