DATAPRISE LLC supports customers with managed IT services, cybersecurity, disaster recovery, incident response, mobility management, IT consulting, cloud, and infrastructure. As part of the Technical Engineering Center (TEC), you’ll help deliver reliable service in a 24X7X365 environment while working in a hybrid setup out of Port Saint Lucie, FL.
In this role, you’ll be the first point of contact for end-user support, partnering with internal teams to troubleshoot issues and keep customers informed. The team values empowerment and continuous learning, guided by five attributes: Passionate, Respectful, Ownership, Unified, and Decisive, making employees “Dataprise PROUD.”
What you’ll do
- Provide courteous, timely first contact support for incoming requests via telephone, web portal, email, and chat to drive effective resolution of end-user issues.
- Monitor and follow up on open tickets, keeping clients updated on progress.
- Record, track, and document service desk incidents in the service desk application.
- Collaborate with teammates to identify solutions, and escalate to senior resources or external options when needed.
- Deliver first-tier support for Windows Workstations, Mac OS, printers, and mobile devices, including Microsoft 365 and Active Directory.
- Support basic troubleshooting for applications and hardware.
- Handle user administration tasks including adding/removing users, resetting passwords, and changing folder permissions.
- Use remote access solutions to support topics such as VPN clients, Terminal Services, and Citrix.
- Troubleshoot using current versions of Active Directory, VPN clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, anti-virus and malware, spam filtering, and Microsoft Office applications.
- Apply a basic understanding of IP addresses, subnet masks, gateways, and DNS addresses.
What you bring
- A few years of related experience, ideally serving external clients in Managed Services or IT Services.
- Strong written and verbal communication and customer service skills for effective collaboration with clients and colleagues.
- Ability to handle difficult conversations and manage client expectations.
- Sound judgement and decision-making to make independent choices that impact customers without always consulting a supervisor.
- Ability to deliver excellence independently in a fast-paced, occasionally high-stress, SLA-driven environment.
- Flexibility to perform a range of duties that may shift from one task type to another.
- Ability to maintain concentration in a collaborative, open workspace with peers nearby and varying noise and interruptions.
- Strong attention to detail to ensure work is accurate and complete.
- Availability for flexible hours, which may include night shifts and/or weekends.
- Associate or Bachelor’s Degree in Computer Science/Engineering or a related field (preferred).
- Preferred technical certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate, Apple Certified Support Professional.
Tools you’ll work with
- Service desk application, web portal, telephone, email, chat
- Windows Workstations, Mac OS, printers, mobile devices
- Microsoft 365, Active Directory
- IP addressing concepts: IP addresses, subnet masks, gateways, DNS addresses
- VPN clients, Terminal Services, Citrix
- Anti-Virus and Malware, Spam Filtering, Microsoft Office applications
Compensation and benefits
Salary range: $45,000 to $50,000 per year. This range reflects a national-average level; specific offers may be adjusted higher or lower based on the local labor market.
- Comprehensive medical, dental, and vision coverage for you and your family
- Company-paid Employee Assistance Program (EAP)
- 401(k) with company match and immediate vesting
- Company paid short and long-term disability insurance
- Company paid life insurance
- Voluntary supplemental insurance through Aflac
- Voluntary pet insurance through Nationwide Pet
- Flexible Spending Accounts (FSA)
- HSA with employer contributions
- Pre-tax commuter benefits for parking and public transit
- Comprehensive Wellness and Rewards & Recognition Programs
- Onsite, hybrid, and remote work options (may vary by role)
- 10 paid holidays and generous PTO
- Company paid Volunteer Time Off
- Parental leave benefits including bonding leave for new parents
- Internal mobility opportunities, continuous learning, and upskilling
- Job shadowing programs and career mentorship
- Annual training allowances and LinkedIn Learning licenses for all employees
Application details
The anticipated application deadline is 10/30/2026. The company may modify or extend this deadline as needed. Apply online using the link associated with this posting.
