The IT Help Desk Specialist delivers day-to-day technical assistance to ILLUMUS employees at the Sanford, FL facility. This onsite role focuses on troubleshooting end-user technology, supporting Microsoft 365 and Microsoft Entra ID administration, and helping ensure devices and access are provisioned, maintained, and recovered as users’ needs change.
Location and Schedule
Onsite: Sanford, FL (onsite)
Work requirement: Ability to work onsite at the Company’s Sanford, Florida facility during the established work schedule.
Pay
Salary: USD 20 - 25 per hourly
Role Summary
The IT Help Desk Specialist acts as a primary support resource, troubleshooting hardware, software, operating systems, system access, and connectivity issues. The position also supports Microsoft 365 and Microsoft Entra ID administration, including onboarding and offboarding workflows, device provisioning, equipment lifecycle management, and other routine IT support tasks.
Responsibilities
- Serve as the primary point of contact for employee technology support requests via help desk tickets, email, remote support, and in-person requests.
- Troubleshoot issues related to hardware, software, operating system behavior, network connectivity, authentication, and user access.
- Support end-user technology including laptops, desktops, mobile devices, printers, label printers, tablets, and video-conferencing equipment.
- Prepare, image, configure, deploy, maintain, troubleshoot, repair, and recover laptops and other end-user devices.
- Install required software, security tools, updates, and approved user configurations.
- Maintain accurate inventory and assignment records for computers, mobile devices, peripherals, accessories, and temporary or loaner equipment.
- Coordinate equipment repairs, replacements, warranties, and vendor support when appropriate.
- Coordinate recovery of Company technology and equipment from departing employees.
- Document technical procedures, common troubleshooting solutions, and user-support activities.
- Identify recurring technical issues and support technology deployments, upgrades, security initiatives, and other assigned IT projects.
- Escalate complex technical, security, infrastructure, or application issues to appropriate internal or external resources.
- Protect confidential, proprietary, employee, customer, and Company information accessed during job responsibilities.
- Create, modify, and disable user accounts in Microsoft 365, Microsoft Entra ID, Active Directory, and other assigned systems.
- Assign and maintain Microsoft 365 licenses, security groups, distribution lists, shared mailboxes, and approved application access.
- Support onboarding, transfers, role changes, and offboarding from a system-access perspective.
- Troubleshoot login, password, multifactor authentication, and account-access issues.
- Provide user support for Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications.
- Join and configure devices within Microsoft Entra ID and enroll devices in Microsoft Intune or other Company-approved endpoint-management platforms.
- Process authorized access requests and maintain user permissions in accordance with Company security policies and established approval procedures.
- Assist with routine Microsoft 365 administrative activities, and escalate advanced administrative, infrastructure, or security matters as needed.
Required Qualifications
- Hands-on experience providing IT help desk, desktop, or end-user technical support.
- Experience supporting Microsoft 365, Microsoft Entra ID, Active Directory, and Windows-based devices.
- Ability to troubleshoot hardware, software, network connectivity, authentication, and user-access issues.
- Working knowledge of Microsoft Intune or a similar endpoint-management platform.
- Familiarity with help desk ticketing systems and remote-support tools.
- Strong organizational, documentation, research, and problem-solving skills, including the ability to manage multiple priorities and provide timely follow-up.
- Ability to communicate technical information clearly and professionally to users with varying technical knowledge.
- Ability to maintain confidentiality and handle sensitive Company and employee information appropriately.
- 1–3 years of relevant IT help desk, desktop support, or end-user technical support experience, or an equivalent combination of education, training, and experience.
- High school diploma or equivalent required.
- Ability to operate a computer and other standard office and IT equipment for extended periods.
- Ability to move throughout office and operational areas to provide onsite technical support.
- Ability to position, connect, disconnect, install, and troubleshoot computers, monitors, printers, cables, and other end-user technology equipment.
- Ability to occasionally lift, carry, move, or position IT equipment consistent with the requirements of the position.
- Ability to communicate effectively through in-person, telephone, electronic, and virtual communication methods.
- Ability to work onsite at the Company’s Sanford, Florida facility during the established work schedule.
Preferred Qualifications
- Associate degree, technical diploma, or certification in Information Technology, Computer Science, or a related field preferred.
- Familiarity with IT security and access-control practices.
Technology Stack
- Microsoft 365
- Microsoft Entra ID
- Active Directory
- Windows-based devices
- Microsoft Intune
- Outlook, Teams, OneDrive, SharePoint
- Help desk ticketing systems
- Remote-support tools
- Multifactor authentication
Physical and Work Requirements
- Onsite work at the Company’s Sanford, Florida facility during the established work schedule.
- Ability to operate a computer and other standard office and IT equipment for extended periods.
- Ability to move throughout office and operational areas to provide onsite technical support.
- Ability to position, connect, disconnect, install, and troubleshoot end-user technology equipment, including computers, monitors, printers, and cables.
- Ability to occasionally lift, carry, move, or position IT equipment consistent with position requirements.
- Reasonable accommodations may be provided for qualified individuals with disabilities to enable performance of essential functions in accordance with applicable law.
- Ability to communicate effectively with employees and other users through in-person, telephone, electronic, and virtual methods.
Work Environment
This position is primarily performed in an office and manufacturing environment. The role may require work in different areas of the facility to install equipment or provide technical support. The employee may occasionally be exposed to conditions normally associated with a manufacturing environment and is expected to comply with all applicable Company safety requirements.
