IT Support Specialist - Helpdesk-Onsite Support

JK Consulting is hiring an Onsite IT Support Specialist in Bonita Springs, FL to deliver help desk and onsite technical support for SMB to enterprise customers. This role includes troubleshooting desktops and servers, handling customer tickets, and serving as a key technical contact for ongoing projects.

Role Summary

You will take customer requests via phone, create and manage tickets, and troubleshoot issues across hardware, software, operating systems, permissions, and networks. Work also includes user and access management in Active Directory and Microsoft 365, configuring folder shares, and supporting environments that may include Windows Server and Microsoft Office.

Compensation and Schedule

Salary: USD 50,000 to 55,000 per year.

Job type: Full-time.

Work location: In person (onsite).

Schedule: Help Desk hours are Mon-Fri, 8:00 AM to 6:00 PM CST. The schedule will be 3 to 4 days a week on Help Desk and 1 to 2 days a week on Onsite Support (reliable transportation required). Additional schedule details include an 8 hour shift, Monday to Friday, with weekends as needed.

Travel and Training Requirements

Local travel: 50% to 75% (onsite support and project work per customer requirements).

Training: Training will be held in the company’s Lockport, IL offices and is paid.

Key Responsibilities

• Take calls and create tickets in the ticketing system.
• Troubleshoot all aspects of the computer.
• Diagnose software issues at the OS level.
• Install software based on customer needs, including non-standard applications such as QuickBooks, AutoCAD, and Photoshop.
• Create users in Active Directory and Office 365.
• Create folder shares with Security groups.
• Troubleshoot share and NTFS permissions.
• Create and manage GPOs.
• Manage Print Servers.
• Perform complex network troubleshooting.
• Prioritize tasks efficiently and manage several open issues at one time.
• Communicate ticket status clearly to the customer.
• Provide completed documentation.
• Problem solve unfamiliar issues and advise customers on recommended solutions or products.
• Act as the main technical contact on projects for the end customer.
• Ensure all work is logged for the entire workday in the ticketing system.

Technical Requirements and Experience

• Configure, deploy, and troubleshoot Windows Operating Systems.
• Configure, deploy, and troubleshoot Windows Server 2012, 2016, and 2019 Standard.
• Configure, install, and troubleshoot Microsoft Active Directory, DHCP, DNS, NPS, Hyper-V, and other server roles and features.
• Configure and manage Microsoft 365 / Microsoft Azure environments.
• Configure, install, maintain, and troubleshoot Microsoft Office products, including Microsoft Office 2003–2019.
• Configure, install, maintain, and troubleshoot company networks and associated hardware.
• Manage file shares, NTFS file permissions, security groups, and users.
• Support on-premises equipment such as servers, firewalls, routers, and switches.
• Desktop and laptop operating systems including Windows XP, 7, 8, and 10 and MAC, with some Linux.
• Low-voltage cabling with basic understanding of cable and wire management.
• Hardware support includes experience such as replace laptop screens and soldering.
• Help desk software experience and ticketing systems are preferred.
• Experience with SolarWinds N-Central and MSP Manager is listed as additional capability.
• Preferred education: Bachelor’s.
• Preferred experience: computer skills: 5 years.

Required Qualifications

• Valid Driver’s License.
• Ability to lift 50 lbs.
• This is not a remote position; applicants must be able to work onsite and meet local travel needs.
• Level II technical experience is required.
• Role may include working as an Onsite/Remote Technician/Project Team member per customer requirements.

Tools and Platforms

Technologies used may include Windows, Windows Server (2012/2016/2019), Microsoft Active Directory, Office 365, GPOs, Microsoft 365, Microsoft Azure, DHCP, DNS, NPS, Hyper-V, NTFS, Microsoft Office (2003–2019), and help desk and ticketing platforms. Related tools listed include QuickBooks, AutoCAD, Photoshop, Adobe Acrobat, Acronis, Norton, McAfee, AVG, Malware Bytes, ADW Cleaner, HitmanPro, SolarWinds N-Central, and MSP Manager.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Questions

• When booting a computer, you receive “No boot device detected.” How do you fix the issue?
• How do you backup files from a computer that does not power on?
• A computer is getting a 169 IP. How do you fix it?
• What does Exchange email protocol sync that IMAP does not?
• If you see visual artifacts on a workstation screen, what checks help isolate the issue?
• If a user has read-only share permission and modify NTFS permission on a folder, what is the overall effective permission?
• If a hardwired network connectivity icon shows a red “X”, what steps do you take to resolve it?