The Service Desk Specialist will oversee the Trouble Ticket Queue, prioritize and manage ticket assignment to meet SLA, and to be a single point of contact between the IT Network Operation and BDS business for all incident reports, service requests, change notifications, and any other necessary communications.  This is a hybrid position, working out of our Tampa, FL office 3 days a week.

Learn more about us and why you belong at BDS here!

Whether you're applying with Apollo, BDS, MAG, White Hawk, or BTR, you're joining the same team: Channel Partners. One network. One purpose. One great place to grow.

• Early wage access & weekly pay - get paid when you need it
• Health and wellness benefits plans
• Paid time off and holidays
• 401(k) with employer matching
• Employee discounts
• Referral bonus
• Tax savings with flexible spending accounts for parking, transit, dependents, and healthcare costs
• Opportunity to work with a growing company that actively rewards and promotes its employees

• Oversee the Trouble Ticket Queue 
  • Manage, prioritize, and document incoming questions and service desk tickets to meet SLA
  • Resolve technical issues quickly and efficiently
  • Escalate any serious problems to relevant departments and teams 
  • Analyze IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems. 
  • Provide technical guidance and support to the support team 
  • Create, modify, and manage KB
• Collaborate with other IT teams to identify and resolve issues
• Meeting with IT Network Operation staff twice weekly for pending and unresolved tickets
• One-on-One meeting with Director bi-weekly
• Asset management of IT equipment

Experience and Education: 

• BS in computer science or Information Systems 
• 3+ years’ experience in IT-related field 
• Knowledge of MS365, 365 Admin Center, Exchange Online Admin, Azure AD, O365 Apps
• Knowledge in iOS, Android, Windows and Mac OS devices  

Skills and Attributes: 

• Advanced knowledge of computer software and hardware systems.
• Excellent diagnostic skills
• High-level communication skills:
  • Clear communication
  • Active listening
  • Empathy
  • Patience
  • Critical thinking
    
    

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to:

• Regularly sit, grasp, talk and/or hear
• Occasionally walk and/or stand
• Occasionally lift and carry up to 10 lbs
• Continuous hand/eye coordination and fine manipulation

The pay range for this position is based on a variety of factors, including but not limited to relevant experience, education, skills, internal equity, and market data. Final compensation will be determined during the interview process and may vary based on individual qualifications and business needs. All compensation will comply with applicable federal, state, and local minimum wage laws and regulations.

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Privacy Policy for CA Residents

BDS Connected Solutions. (“BDS”) is an equal opportunity employer in every aspect of employment, including but not limited to; selection, training, development and promotion of the most qualified candidates and employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by state or local law. BDS is committed to equal employment opportunity in all other privileges, terms and conditions of employment that may not be covered in this statement. BDS is an at-will employer.

BDS Connected Solutions offers a complete suite of Connected Commerce solutions that blend Advocacy, Training, Retail, Virtual, Experiential, and Digital environments to influence the modern buyer, regardless of where they are on their shopping journey. Since 1985, BDS has been inspired by innovation; as we continue to evolve as a trendsetter in today’s disruptive market, we enable our clients to do the same. Our industry-leading experts never stop working to discover, design, and deploy custom buying solutions that empower brands to achieve and exceed their unique sales goals. BDS is headquartered in Irvine, California with a regional office in New York City, New York. Visit us at www.BDSsolutions.com for more information.