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