IT Helpdesk Technician (Lake Mary, FL)

About the position Responsibilities • Monitor and manage incoming support tickets in the ticketing system. • Prioritize and address tickets based on severity and impact on business operations. • Ensure timely resolution of technical issues to meet service level agreements (SLAs). • Respond to and resolve IT-related inquiries received via phone calls. • Provide clear and concise instructions to end-users for issue resolution. • Work directly with users (deskside) to respond to and resolve hardware and software issues. • Collaborate with other IT team members to share knowledge and best practices. • Participate actively in team meetings and contribute to problem-solving discussions. • Demonstrate proficiency in troubleshooting hardware, software, and network issues. • Utilize expertise in Office 365 to resolve user-related problems and provide support. • Communicate effectively with end-users to understand and diagnose issues. • Provide user-friendly explanations of technical solutions to non-technical staff. • Participate in an after-hours rotation schedule to provide support outside regular business hours. Requirements • 4 - 5 years demonstrated IT support experience • Associate's degree or higher in Information Technology or related discipline is a plus • Previous experience in a similar IT helpdesk or technical support role • Strong experience with Office 365 administration and support • Strong experience with Active Directory • Excellent communication and interpersonal skills • Ability to work effectively in a team environment • Problem-solving mindset with attention to detail • Willingness to work in an after-hour rotation schedule Nice-to-haves • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) Benefits • Equal Employment Opportunity Employer • Reasonable accommodations for individuals with disabilities Apply tot his job