Senior Help Desk Administrator

Senior Help Desk Administrator role (Hybrid) in Seffner, FL focused on advanced end-user support and daily help desk operations.

Responsibilities

• Provide advanced technical support for Windows computers, mobile devices, printers, and related hardware
• Troubleshoot and resolve hardware, operating system, and performance issues
• Configure, deploy, and support company-issued equipment
• Coordinate equipment setup, recovery, and logistics during onboarding, offboarding, and role changes
• Maintain accurate hardware inventory and asset records
• Coordinate repairs, replacements, and vendor support as needed
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Assist with business-critical applications including TOPS, Towbook, and Samsara
• Provision, modify, and remove user access across approved systems
• Troubleshoot authentication, password, multifactor authentication, and user account access issues
• Perform routine Microsoft 365 and Microsoft Entra ID administration
• Troubleshoot wired and wireless connectivity issues impacting employees and locations
• Run initial network diagnostics and identify issues that may impact service
• Use Cisco Meraki tools to support connectivity troubleshooting
• Escalate advanced network and infrastructure issues to the appropriate technical teams
• Act as an escalation point for complex support requests
• Mentor help desk technicians through technical troubleshooting and issue resolution
• Assist with ticket prioritization and workload coordination to support timely service
• Maintain knowledge base articles, standard operating procedures, and support documentation
• Identify recurring issues and recommend improvements to support processes and user experience
• Follow security practices, approval workflows, and incident escalation procedures

Requirements

• Minimum 3 years of progressive experience in Help Desk, Desktop Support, or IT Support roles
• Strong troubleshooting across Windows, Microsoft 365, mobile devices, and computer hardware
• Experience administering Microsoft 365 and Microsoft Entra ID user accounts and permissions
• Experience supporting onboarding, offboarding, and access management processes
• Working knowledge of networking fundamentals for wired and wireless troubleshooting
• Experience using ticketing systems, remote support tools, and technical documentation
• Strong communication, organizational, and customer service skills
• Ability to mentor and support junior technicians
• Ability to meet initial on-site requirements for the hybrid work schedule

Technologies

• Windows
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Microsoft Entra ID
• TOPS
• Towbook
• Samsara
• Cisco Meraki tools
• Multifactor authentication
• Ticketing systems
• Remote support tools

Benefits

• Paid Time Off & Paid Holidays
• Medical, Dental, & Vision plans
• $15k Employer paid Life Insurance and AD&D
• Pet Insurance (NEW!)
• 401(k) plan
• Short Term & Long-Term Disability
• Hospital Indemnity
• Cancer Plan
• Accident Insurance
• Employee Assistance Program
• Employee Referral Bonus

Preferred

• Experience supporting employees across multiple office or operational locations
• Experience with TOPS, Towbook, Samsara, Kaseya, Datto, AutoTask, or IT Glue
• Familiarity with Cisco Meraki and Microsoft Intune
• Experience in the towing, transportation, logistics, or fleet services industry
• Previous experience serving as a senior escalation resource or team mentor
• Microsoft, CompTIA, or other relevant IT certifications