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