IT Help Desk Technician

Responsibilities

• Act as the initial contact for end users submitting requests via phone, email, and the ticketing system; triage, document, and resolve or escalate as needed
• Diagnose and troubleshoot hardware including desktops, laptops, printers, scanners, mobile devices, and VOIP phones, as well as software issues for branch and corporate staff
• Create and remove user accounts in Active Directory, Microsoft 365, TempWorks, GP, Avionte, and other line-of-business applications
• Troubleshoot front-end issues in the TempWorks staffing platform (login, printing, workflow errors) and route deeper problems to the application owner
• Image, configure, and deploy new workstations and laptops for new branches and replacements
• Maintain accurate asset inventory across all locations
• Support multi-factor authentication, password resets, and basic security policy enforcement
• Provide remote support to branch staff via remote desktop tools; travel to local offices as required
• Document recurring issues and contribute to the internal knowledge base
• Assist with new branch IT setup as the company expands to 32 offices by 2029
• Coordinate with vendors including ISPs, copier vendors, phone vendors, and MSPs to resolve service issues
• Participate in after-hours escalations on a rotating basis as the team scales

Requirements

• Minimum 2 years of help desk, desktop support, or MSP experience
• Strong working knowledge of Windows 10/11, Microsoft 365 admin (Exchange, Teams, OneDrive, SharePoint), and Active Directory
• Experience with ticketing systems such as ConnectWise, ServiceNow, Freshservice, or similar
• Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VPN, and basic switch/router troubleshooting
• Excellent customer service orientation with patience and clear communication for non-technical users
• Ability to lift up to 40 lbs (workstations, printers, network gear)
• Valid driver's license and ability to travel to local branches occasionally
• High school diploma or equivalent

Technologies

• TempWorks
• Microsoft Dynamics GP (Great Plains)
• Avionte
• Carvin
• Microsoft 365
• Windows 10/11
• Active Directory
• ConnectWise
• ServiceNow
• Freshservice
• Intune
• MDM
• RMM
• Remote Desktop Tools

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Mileage reimbursement for branch visits
• Certification reimbursement after 6 months

Compensation

• Hourly rate: USD 24 - 28

Work Location

West Palm Beach, FL onsite

Application Question

• Can you lift 50 lbs (workstations, printers, network gear)?