Service Desk Technician

Coke Florida is searching for a Service Desk Technician to work out of our Tampa HQ facility, working Monday - Friday with occasional nights and weekends.

What You'll Do:

The Service Desk Technician is responsible for providing frontline technical support to business users by triaging, resolving, and escalating incidents in a timely and professional manner.

As the first point of contact for technology issues, this role ensures accurate classification, prioritization, and communication to maintain a seamless end-user experience.

Service Desk Technicians play a critical role in upholding service standards and delivering customer-focused support across the organization.

Roles and Responsibilities


* Triage and manage incoming incidents, ensuring accurate classification, prioritization, and resolution


* Escalate complex or high-urgency incidents to the Service Desk Lead or appropriate resolver teams


* Act as the first line of escalation for issues requiring deeper technical troubleshooting


* Communicate status updates to impacted users and ensure stakeholders remain informed throughout the incident lifecycle


* Contribute to team knowledge base by documenting resolutions and common fixes

For this role, you will need:


* 1-3 years of experience in IT support, helpdesk, or related technology service role or equivalent experience


* Strong troubleshooting and problem-solving skills across hardware, software, and connectivity issues


* Familiarity with ITSM ticketing systems and support workflows (e.g., ServiceNow, Freshservice, etc)


* Ability to work in a fast-paced environment with shifting priorities


* Strong communication and interpersonal skills for effective collaboration with peers and end-users


* Associate's degree in Information Technology, Computer Science, or equivalent experience preferred

This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions.

Coke Florida reserves the right to revise the job description at any time and to assign additional duties and responsibilities as needed.

Employment with Coke Florida is at-will.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions of their job, absent undue hardship.

Coca-Cola Beverages Florida is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.