IT Service Desk Technician I

Sonny's Enterprises LLC is hiring an IT Service Desk Technician I to deliver responsive, customer-focused technical support as the first point of contact for incidents and requests.

Responsibilities

• Review, prioritize, own, and update incidents and requests in the designated ITSM platform in line with service levels and operating procedures
• Troubleshoot Windows endpoints, laptops, desktops, mobile devices, printers, peripherals, conferencing tools, common software, and basic VPN or connectivity issues
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and standard productivity applications
• Provide floor and remote support, communicate progress to users, validate restoration of service, and document final resolution steps
• Perform initial triage for business applications and route only after completing defined troubleshooting and capturing useful diagnostic information
• Complete approved onboarding and offboarding tasks, including account setup or disablement, license assignment, mailbox handling, group membership, application access, and equipment coordination
• Support MFA enrollment and resets, guest invitations, international travel or geo-exception workflows, and routine access requests using approved procedures
• Configure and deploy devices, enroll endpoints in Intune or other management platforms, install approved software, and perform basic compliance remediation
• Support mobile device enrollment, application deployment, replacements, recovery, and lifecycle activities
• Maintain hardware and software inventory records and assist with procurement, assignment, transfer, audit, refresh, and retirement activities
• Handle routine user administration, licensing, access, and first-line troubleshooting for supported business platforms (Adobe, Autodesk, SolidWorks, Lucidchart, Jira, Confluence, GitHub, UniPoint, and similar)
• Assist with Teams and SharePoint access requests, shared mailboxes, distribution lists, and other standard Microsoft 365 administration within assigned permissions
• Monitor assigned queues, service advisories, endpoint or RMM alerts, and recurring operational checks; escalate risks according to defined procedures
• Create and improve knowledge articles, standard work instructions, and user-facing guidance
• Identify repetitive work, recurring incidents, and opportunities to improve self-service, automation, or shift-left support
• Participate in projects, testing, deployments, and after-hours support as assigned

Requirements

• Foundational troubleshooting experience across Windows, Macs, Microsoft 365, endpoints, mobile devices, printers, and remote access
• Working knowledge of Entra ID / Active Directory, MFA, group membership, permissions, and basic identity concepts
• Experience managing tickets in an ITSM platform with disciplined documentation of incidents, requests, and resolutions
• Basic exposure to Intune, endpoint management, RMM tools, asset management, and enterprise application support
• Basic scripting or automation knowledge is beneficial
• Education: Associate degree in information technology, Computer Science, or related field (or equivalent practical experience)
• Experience: 1-3 years of service desk, end-user support, desktop support, or Technology Operations experience
• Demonstrated customer service, troubleshooting, documentation, and follow-through

Technologies

• Microsoft 365, Outlook, Teams, OneDrive, SharePoint
• Entra ID, Active Directory, MFA
• ITSM platform, Intune, RMM
• Windows, Macs, VPN
• Adobe, Autodesk, SolidWorks, Lucidchart, Jira, Confluence, GitHub, UniPoint

Benefits

• 100% employer paid medical plan
• 401(k) match
• Additional medical plans
• Dental
• Vision
• Flex spending account
• Short-term and long-term disability & life insurance coverage

Working Conditions

• Office-based and remote technology supported environments
• Regularly required to sit, stand, and move about office or facility locations
• May require occasional travel and work outside normal business hours for incidents, maintenance, projects, or location support

Location

• Tamarac, FL (onsite)

Preferred Education / Certifications

• CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or comparable certifications