HALO CENTERS LLC is hiring a Sr. Helpdesk Specialist to serve as the technical lead for daily IT support and escalations at our Sarasota, FL onsite location. This role combines hands-on troubleshooting with ownership of ticket performance, service levels, and core identity and device administration across Active Directory, Microsoft 365, Entra ID, Exchange Online, and Microsoft Intune.
What You’ll Own
- Act as the escalation point for Level I and junior staff, resolving escalated hardware, software, access, and network issues, and performing root-cause analysis.
- Own assigned ticket queues, including queue health and response and resolution targets, with attention to urgent-ticket SLAs.
- Document escalations clearly and escalate to IT leadership when needed, with focus on repeatable process improvements.
- Provide remote support to users using TeamViewer.
Core Systems and Security Responsibilities
- Administer on-premises Active Directory servers, including user and group management, group policy, and access permissions, and keep them aligned with Entra ID.
- Manage mailboxes, shared mailboxes, distribution lists, mail flow, licensing, and tenant settings within Exchange Online.
- Manage Entra ID accounts, including multi-factor authentication, conditional access, and application access controls.
- Deploy, configure, and manage devices through Microsoft Intune, including compliance and configuration policies, app deployment, and device enrollment.
- Configure, troubleshoot, and maintain Wi-Fi and related connectivity, including VPN, with grounding in networking fundamentals such as TCP/IP, DNS, and DHCP.
Hands-On IT Operations
- Support new hires by handling procurement, configuration, shipping, and tracking of hardware.
- Ensure new hires are ready on day one, securely disable accounts, and recover equipment during offboarding.
- Support patching, device compliance, access reviews, and provide the IT documentation required for audits.
- Maintain and update IT equipment and software inventory.
Mentoring and Documentation
- Train and guide junior specialists and interns.
- Maintain procedures and knowledge base articles to support consistent support operations.
What You Bring
- Hands-on experience administering on-premises Active Directory servers.
- Strong experience with Microsoft 365, including Exchange Online administration.
- Experience with Microsoft Entra ID, including MFA, conditional access, and application access.
- Experience with Microsoft Intune, including device enrollment, compliance and configuration policies, and app deployment.
- Hands-on experience using TeamViewer for remote support.
- Experience configuring and troubleshooting wireless networks, with networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Working knowledge of Windows and macOS and hardware troubleshooting.
- Security awareness, including careful handling of sensitive and health information.
- Experience with ticketing systems (such as Jira Service Management) and managing to SLAs.
- Strong communication skills, plus the ability to mentor others and manage multiple priorities.
Nice to Have
- Plus: PowerShell scripting experience.
- Plus: Experience with AWS and/or GCP.
Minimum Qualifications
- Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent hands-on experience.
- Experience: 5 or more years of experience in IT support or systems administration, including managing Active Directory and Microsoft 365 in a multi-site environment.
Technologies You’ll Work With
Active Directory, Microsoft 365, Entra ID, Exchange Online, Microsoft Intune, TeamViewer, Wi-Fi, VPN, TCP/IP, DNS, DHCP, Windows, macOS, Jira Service Management, PowerShell, AWS, GCP.
Compensation and Location
Location: Sarasota, FL (onsite).
Pay: USD 27 to 41 per hour.
Travel
Occasional travel may be required for onsite support.
