Help Desk Technician I

IT Help Desk Technician I

The IT Help Desk Technician I provides front-line technical support to more than 300 on-site and remote users in a fast-paced environment. Working independently and collaboratively with IT staff, this position diagnoses and resolves routine endpoint, application, connectivity, and access issues; documents support activity; and escalates complex matters in accordance with established procedures. As a primary point of contact for IT, the technician must communicate clearly, demonstrate care and competence, and maintain a responsive, solution-focused approach. The role requires foundational knowledge of networking and servers, practical desktop and application support skills, attention to documentation and compliance requirements, and initiative in completing assigned work. The position provides opportunities to expand foundational skills in core IT administration, networking, and technology innovation.

Serve as the front-line IT point of contact by receiving, logging, prioritizing, categorizing, and documenting help desk requests received by phone and email; responding promptly and professionally; troubleshooting and resolving routine issues; communicating status through completion; and escalating complex issues in accordance with established procedures.

Monitor systems alerts and respond or report as required.

Provide Level 1 support for endpoints, printers and peripherals, applications, printing services, audiovisual systems, telecommunications services including Microsoft Teams calling and voicemail, and basic LAN and WAN connectivity issues using standard tools; support external CPA clients as needed.

Set up, image, deploy, and troubleshoot user devices and related hardware using approved deployment and remote monitoring and management tools. Experience with Microsoft Intune, Microsoft Deployment Toolkit, and comparable remote monitoring and management tools is preferred.

Maintain an accurate inventory of IT equipment in the help desk asset management system.

Create, modify, and disable user accounts and network access in accordance with approved onboarding, role-change, and separation requests.

Advise and train users on hardware, software, and processes; write basic procedures, troubleshooting notes, and knowledge-based articles.

Support senior IT Operations staff on projects and, when assigned responsibility for an individual project, coordinate planning, timelines, milestones, status updates, and completion.

Participate in rotating after-hours on-call coverage, scheduled on-site weekend coverage, and maintain current knowledge of technologies required to support end users.

Maintain confidentiality and perform other duties as assigned, which may include work not listed in this description.

During emergency conditions, all Canaveral Port Authority employees are considered essential and may be recalled to work. Emergency conditions may include natural, human-caused, or public health emergencies. Employees may be required to perform emergency or recovery duties outside their normally assigned responsibilities and regular working hours.

Associate of Arts or Associate of Science degree in information technology, computer science, or a related field; or two years of job-related experience in end-user technical support, computer operations, systems administration, or a related technical area.

Experience supporting Microsoft cloud and endpoint environments, including Windows, Microsoft Entra ID, Microsoft 365 applications and services such as OneDrive and Teams, Microsoft Defender, and Microsoft Intune.

Experience with Apple products (iPad, MacBook, macOS) and iOS/Android mobile devices.

Experience working in a networking environment.

Current Microsoft role-based certification related to endpoint administration or desktop support is preferred.

CompTIA Security+ certification or a higher-level cybersecurity certification is required at hire or must be obtained within 90 days of employment.

Communicates clearly and professionally, prepares accurate technical documentation, and explains technical information in terms appropriate for technical and non-technical audiences.

Proven excellence in responsiveness and customer service, including working effectively with senior business and client contacts.

Strong critical thinking and problem-solving skills, including research and use of third-party support to resolve issues.

Organizes and prioritizes multiple assignments to meet deadlines and provides weekly status reports on assigned tickets and projects.

High personal work ethic and attention to detail, with the ability to follow work through to completion.

Knowledge and experience installing, maintaining, and troubleshooting systems and software.

Must have and maintain a valid Florida driver's license or be able to obtain one within 30 days.

Must be able to secure a Transportation Worker Identification Credential (TWIC) within 30 days.

Tasks involve the ability to exert light physical effort in sedentary to light work.

May involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (20-50 pounds).

Degree of flexibility and are likely to require evening/weekend work and participation in an on-call rotation.

Office Environment – with the ability to travel to and from other offices/buildings.