Service Desk Technician

Service Desk Technician

Location: Tampa, FL and/or Orlando, FL

Reports to: Chief Information Officer (CIO)

Job Type: Hourly/Full-time/Non-Exempt

Position Summary:

We are seeking a dependable, customer-focused IT Service Desk Technician to provide technical support to employees throughout the organization. This position serves as a primary point of contact for hardware, software, account access, mobile device, connectivity, and peripheral-related issues.

The successful candidate will support employees both remotely and in person, manage incoming service requests, prepare and deploy equipment, assist with employee onboarding and offboarding, and maintain accurate technical documentation and asset records.

This is an excellent opportunity for a hands-on IT professional who enjoys solving problems, helping people, and learning new technologies in a fast-paced, multi-location environment.

Duties and Responsibilities:

Service Desk Support

• Serve as a primary point of contact for employees requesting technical assistance.
• Receive, document, prioritize, troubleshoot, and resolve service requests and incidents.
• Provide courteous and professional support by telephone, email, remote-support tools, and in person.
• Troubleshoot desktop and laptop computers, printers, mobile devices, monitors, docking stations, and other peripherals.
• Diagnose operating system, application, connectivity, performance, and user-access issues.
• Escalate unresolved or higher-level issues to the appropriate IT team member or vendor.
• Keep users informed regarding ticket status, expected resolution, and required follow-up.
• Identify recurring issues and assist with documenting solutions or recommending corrective action.

Computer and Equipment Management

• Configure, deploy, maintain, replace, and decommission desktop and laptop computers.
• Install and update operating systems, business applications, drivers, and approved software.
• Install, replace, and troubleshoot computer components and peripherals.
• Prepare computers, mobile devices, and accessories for new employees.
• Securely erase and process returned or retired equipment in accordance with company procedures.
• Maintain accurate inventory records for computers, mobile devices, software, and assigned accessories.
• Assist with equipment audits, warranty claims, repairs, shipping, and equipment recovery.

User Account Administration

• Assist with onboarding, employee transfers, role changes, and terminations.
• Create, update, disable, and remove user accounts according to approved requests and procedures.
• Perform password resets, account unlocks, group membership changes, and basic access assignments.
• Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Configure email, company applications, and approved services on computers and mobile devices.
• Follow established approval and security procedures when granting or modifying access.

Remote and On-Site Support

• Provide technical support to employees working in company offices, project locations, and remote environments throughout the United States.
• Troubleshoot internet connectivity, Wi-Fi, VPN, printing, and remote-access issues.
• Assist with conference-room technology, displays, cameras, microphones, and video conferencing.
• Travel to company locations when required to install equipment, resolve issues, or support office projects.
• Coordinate with employees, vendors, and other IT team members to resolve location-specific problems.

Security and Compliance

• Follow company information security policies and established IT procedures.
• Assist employees with multifactor authentication, password management, endpoint security, and secure-access requirements.
• Support mobile device enrollment and management for company-owned iPhones.
• Verify that company devices have required security, antivirus, endpoint protection, and management software installed.
• Promptly report suspected phishing attempts, malware, unauthorized access, or other security incidents.
• Help reinforce safe computing practices when assisting employees.

Documentation and Service Management

• Document troubleshooting activities, resolutions, equipment assignments, and user communications in the IT ticketing system.
• Create and maintain internal procedures, troubleshooting guides, and knowledge-base articles.
• Meet established service-level targets for ticket response, updates, escalation, and resolution.
• Review open tickets regularly and follow up with users to confirm that issues have been resolved.
• Assist with IT projects, equipment rollouts, office changes, technology upgrades, and other assignments as needed.

Required Qualifications

• At least one year of experience in a help desk, service desk, desktop support, or similar technical support position.
• Experience supporting Windows 11 computers and standard business applications.
• Working knowledge of desktop and laptop hardware, printers, mobile devices, and common peripherals.
• Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Experience working with an IT ticketing system and remote-support tools.
• Basic understanding of user accounts, permissions, password resets, and group membership.
• Basic knowledge of networking concepts, including TCP/IP, Wi-Fi, LAN connectivity, DNS, and VPNs.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to explain technical issues clearly to users with varying levels of technical knowledge.
• Strong customer-service skills and a professional, patient approach.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.
• Ability to work independently while collaborating effectively with other IT team members.
• Strong attention to detail and commitment to accurate documentation.
• Willingness and ability to learn new technologies, systems, and procedures.
• Ability to work outside normal business hours when required for maintenance, projects, or urgent support needs.
• Valid driver's license and ability to travel between company locations as needed.
• Ability to lift, carry, and move computer equipment weighing up to 45 pounds.

Preferred Qualifications

• Associate or bachelor's degree in information technology, computer science, or a related field, or an equivalent combination of education and experience.
• CompTIA A+, Network+, Microsoft, ITIL, or similar technical certification.
• Experience supporting Microsoft Active Directory and Microsoft Entra ID.
• Experience with Microsoft 365 administration.
• Familiarity with Microsoft Intune, IBM MaaS360, or another mobile device management platform.
• Experience with endpoint management, remote monitoring and management, software deployment, or asset-management tools.
• Familiarity with antivirus, endpoint detection and response, email security, and multifactor authentication technologies.
• Experience supporting users across multiple offices or geographically dispersed locations.
• Experience with employee onboarding, offboarding, and IT equipment lifecycle management.

Work Environment

This position includes a combination of desk-based support, remote troubleshooting, and hands-on equipment work. The employee may occasionally need to work outside regular business hours or travel to other company locations to support projects, system maintenance, or urgent technical issues.