Kforce has a client in Coral Gables, FL that is seeking a Service Desk Level - IT Technician. Responsibilities: * Provides support to end users on a variety of issues; Identifies, researches, and resolves technical problems * Tracks and monitors the problem to insure a timely resolution * Assists in managing vendor relations in the supply and facilities areas * Relies on instructions and pre-established guidelines to perform the functions of the job * Works under immediate supervision * Receiving, prioritizing, documenting and actively resolving end user help requests and incidents, as well as escalating tickets when appropriate to maintain SLA expectations * Escalate problem (when required) to the appropriate level (Sys Admin, Infrastructure, Dev Ops) * Assist with onboarding of new users * Serve as the first contact with customers who need technical assistance via the phone, email and in person * Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware * Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting * Shows users basic computer functions and procedures such as how to use email, basic word processing, and other applications * Educates users on security policy when violations are found in their PC; These policy violations are to be reported to the CISO * Works closely with the Systems & Network staff to ensure that all user needs are met in a timely manner * Actively promotes adherence to the company's End-User computing policies * Reports urgent problems to the IT Department Managers * Keep inventory of all equipment, software, and license users