Help Desk Support Technician

The Help Desk/Desktop Support Technician provides Level 1 to Level 3 technical support for helpdesk calls and onsite or remote assistance. This role covers ticketing, password resets, troubleshooting, and end-user device setup, including imaging and configuration.

Onsite Location and Employment Type

• Location: Orlando, FL (onsite)
• Experience required: 3+ years
• Schedule: Full-time and part-time positions available

Key Responsibilities

• Answer Level 1 helpdesk calls and deliver support via phone or in person for local and remote sites
• Troubleshoot and resolve issues related to hardware, software, networking, user accounts, printers, telephony, and collaboration platforms
• Create, manage, and resolve tickets using the Ninja One Ticketing system, providing updates throughout the ticket lifecycle
• Complete password resets and perform basic PC troubleshooting, including peripheral support such as printers, hardware moves, and cables
• Support MS Windows 11, Office 365, Macintosh, Apple iOS, and Android devices
• Image desktops and laptops, and perform desktop/laptop installation and mobile device configuration
• Manage Microsoft Active Directory by updating user accounts and responding to system alerts according to service levels
• Deploy, support, and troubleshoot antivirus software and cloud services including Office 365, OneDrive, Teams, and SharePoint
• When your ticket queue is completed, assist colleagues with resolution and make telephone system changes as instructed
• Set up and deactivate user accounts, devices, permissions, and business applications according to company policies
• Maintain accurate ticket documentation, technology asset inventories, system documentation, software updates, and equipment standards
• Support office openings, relocations, conference room technology, remote employees, and company-wide technology deployments
• Escalate security-related incidents and advanced technical issues to the appropriate teams in a timely manner

Required Skills and Qualifications

• Strong working knowledge of Microsoft 365, Windows, networking, endpoint support, and technical troubleshooting
• Excellent customer service, communication, documentation, and organizational skills
• Ability to lift and transport standard IT equipment and travel between office locations when required
• Commitment to maintaining confidentiality and following established security procedures
• Proficiency with Microsoft Windows 11 installation, configuration, and complex issue resolution
• Strong knowledge of MS Office 365 with ability to troubleshoot complex issues
• Experience servicing and repairing computer and peripheral hardware, including physical equipment moves
• Must be able to pick up and move around boxes up to 40 lbs, including lifting, twisting, and bending
• Excellent written and oral communication skills with the ability to work effectively in a collaborative team environment
• Bilingual proficiency required
• CompTIA A+ certified
• 3+ years of PC repair, troubleshooting, deployment, and liquidation experience
• 3+ years of experience in help desk, desktop support, or systems administration

Technologies Used

• Ninja One Ticketing system
• Microsoft Active Directory
• Microsoft Windows 11
• Microsoft 365 / Office 365
• OneDrive, Teams, SharePoint
• Macintosh, Apple iOS, Android
• Antivirus software

Performance Metrics

• Response and resolution times for support requests
• Ticket backlog management and end-user satisfaction
• Accuracy of device deployment and user access provisioning
• Compliance with patch management, inventory tracking, and documentation standards

Benefits

• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short-term and Long-term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holiday's
• 401(k) Plan with Employer Match
• Employee Discount Program
• Company Paid Volunteer Time Off