IT Help Desk Technician

Helios Hydraulics America is hiring an IT Help Desk Technician to deliver hands-on, onsite end-user support for manufacturing and office teams at its Sarasota, FL facility. In this role, you will handle day-to-day technology needs across computers, devices, software applications, and key business systems, while documenting work and coordinating with the broader IT group.

This 100% onsite position supports users across office and plant floor environments, with primary hours from 8:00 a.m. to 5:00 p.m. and schedule adjustments to cover both 1st and 2nd shift. Occasional weekend work may be required, and plant-floor work includes standing, walking, and working around production equipment with required PPE.

What you’ll do

• Provide onsite support for reported hardware and software issues for manufacturing and office users.
• Support shop-floor endpoints including PCs, kiosks, thin clients, and time clocks.
• Assist with peripherals and connectivity such as barcode scanners, label printers, rugged tablets, and plant Wi-Fi.
• Deliver first-line support for ERP and shop-floor applications, including login assistance, printing issues, and basic troubleshooting, escalating to application owners when needed.
• Partner with Maintenance and Engineering to support PCs connected to production machines and test stands.
• Support user access needs including email setup (accounts and passwords), password resets, and account access.
• Add and maintain users on the network, assigning application access and ensuring security and configurations align with standards.
• Install new software applications or hardware, coordinating with third parties when required.
• Maintain current knowledge of operating systems and application software to provide effective user support.
• Provide guidance to users on how to use software applications, operating systems, and other computer-related technologies.
• Log, track, and document support requests in the ticketing system.
• Collaborate with IT team members to diagnose and resolve more complex technical issues.
• Update technical documentation and knowledge base articles.
• Participate in team meetings and contribute input and suggestions.

Requirements

• 3+ years of experience supporting desktop users.
• Strong working knowledge of Microsoft Windows and Microsoft Office, including hands-on troubleshooting of common end-user issues.
• Experience supporting Microsoft 365 users, including Outlook email, Teams, account setup, and password resets.
• Knowledge of networking fundamentals: TCP/IP, DHCP, DNS, Wi-Fi, and connecting devices to the network.
• Strong troubleshooting and organizational skills, with the ability to manage multiple tasks concurrently.
• Ability to work independently with strong critical thinking and problem solving.
• Ability to communicate effectively and interact professionally with diverse internal and external clients.
• Highly organized and detail-oriented, with strong written and verbal communication skills.
• Ability to maintain a high level of confidentiality and professionalism.
• Ability to lift up to 50 lbs.

Technologies you’ll work with

• Microsoft Windows
• Microsoft Office
• Microsoft 365
• Outlook email
• Teams
• TCP/IP, DHCP, DNS
• Wi-Fi
• ERP

Preferred qualifications

• Bachelor’s degree in MIS, CIS, or a related field.
• Knowledge of Freshservice or a similar IT ticketing system.
• Basic IT support certifications such as CompTIA A+ or Network+.