Help Desk Technician I

Provide front-line help desk support for on-site and remote users while troubleshooting routine endpoint, application, connectivity, and access issues.

Responsibilities

• Act as the primary IT point of contact by receiving, logging, prioritizing, categorizing, and documenting help desk requests received by phone and email
• Respond promptly and professionally; troubleshoot and resolve routine issues
• Communicate status through completion and escalate complex issues per established procedures
• Monitor systems alerts and respond or report as required
• Deliver Level 1 support for endpoints, printers and peripherals, applications, printing services, audiovisual systems, and telecommunications services including Microsoft Teams calling and voicemail
• Support basic LAN and WAN connectivity issues using standard tools
• Provide support for external CPA clients as needed
• Set up, image, deploy, and troubleshoot user devices and related hardware using approved deployment and remote monitoring and management tools
• Preferred familiarity with Microsoft Intune, Microsoft Deployment Toolkit, and comparable remote monitoring and management tools
• Maintain accurate IT equipment inventory in the help desk asset management system
• Create, modify, and disable user accounts and network access based on approved onboarding, role-change, and separation requests
• Advise and train users on hardware, software, and processes
• Write basic procedures, troubleshooting notes, and knowledge-based articles
• Support senior IT Operations staff on projects; when assigned ownership of an individual project, coordinate planning, timelines, milestones, status updates, and completion
• Participate in rotating after-hours on-call coverage and scheduled on-site weekend coverage
• Maintain current knowledge of technologies required to support end users
• Maintain confidentiality and perform other duties as assigned, which may include work not listed in this description
• Emergency conditions may require employees to be recalled to work and perform emergency or recovery duties outside normal responsibilities and regular working hours

Requirements

• Associate of Arts or Associate of Science degree in information technology, computer science, or a related field; or 2 years of job-related experience in end-user technical support, computer operations, systems administration, or a related technical area
• Experience supporting Microsoft cloud and endpoint environments, including Windows, Microsoft Entra ID, Microsoft 365 (OneDrive, Teams), Microsoft Defender, and Microsoft Intune
• Experience with Apple products (iPad, MacBook, macOS) and iOS/Android mobile devices
• Experience working in a networking environment
• Current Microsoft role-based certification related to endpoint administration or desktop support is preferred
• CompTIA Security+ required at hire or must be obtained within 90 days
• Communicates clearly and professionally; prepares accurate technical documentation; explains technical details for technical and non-technical audiences
• Demonstrated responsiveness and customer service, including effective collaboration with senior business and client contacts
• Strong critical thinking and problem-solving skills, including researching and using third-party support to resolve issues
• Ability to organize and prioritize multiple assignments to meet deadlines; provides weekly status reports on assigned tickets and projects
• High work ethic and attention to detail; ability to follow work through to completion
• Knowledge and experience installing, maintaining, and troubleshooting systems and software
• Must have and maintain a valid Florida driver’s license or obtain one within 30 days
• Must secure a Transportation Worker Identification Credential (TWIC) within 30 days

Technologies

• Windows
• Microsoft Entra ID
• Microsoft 365
• OneDrive
• Teams
• Microsoft Defender
• Microsoft Intune
• Microsoft Deployment Toolkit
• Apple products (iPad, MacBook, macOS)
• iOS
• Android
• Microsoft Teams calling and voicemail

Physical / Environmental Requirements

• Light physical effort in sedentary to light work
• May involve lifting, carrying, pushing, and/or pulling of light weight objects (20-50 pounds)
• Flexibility required; likely evening/weekend work and participation in on-call rotation
• Office environment; ability to travel to and from other offices/buildings