IT Helpdesk Technician (Lake Mary, FL) - Tidal Basin
Lake Mary, FL 32746
About the Job
Position Summary:
We are seeking a highly motivated and skilled IT Helpdesk Technician to join our dynamic team. The ideal candidate will be responsible for providing top-notch technical hardware / software support to end-users, addressing support tickets through our ticketing system, providing deskside support, and handling phone calls related to IT issues. This position may require on-site or remote support based on organizational needs.
Job Duties and Responsibilities include:
Ticket Management:
Communication Skills:
After-Hours Rotation:
Skills and Competencies:
Education and Experience:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.
Tidal Basin HoldCo, LLC and its affiliated companies, which includes Tidal Basin Government Consulting, are an Equal Employment Opportunity Employer.
We are seeking a highly motivated and skilled IT Helpdesk Technician to join our dynamic team. The ideal candidate will be responsible for providing top-notch technical hardware / software support to end-users, addressing support tickets through our ticketing system, providing deskside support, and handling phone calls related to IT issues. This position may require on-site or remote support based on organizational needs.
Job Duties and Responsibilities include:
Ticket Management:
- 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
- Work collaboratively 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.
Communication Skills:
- Communicate effectively with end-users to understand and diagnose issues.
- Provide user-friendly explanations of technical solutions to non-technical staff.
After-Hours Rotation:
- Willingly participate in an after-hours rotation schedule to provide support outside regular business hours.
- Be available for on-call support as needed.
Skills and Competencies:
- 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.
Education and Experience:
- 4 – 5 years demonstrated IT support experience
- Associate’s degree or higher in Information Technology or related discipline is a plus
- Relevant certifications (e.g., CompTIA A, Microsoft Certified: Modern Desktop Administrator Associate) would be a plus.
- If you are a proactive and customer-focused individual with a passion for solving technical challenges, we encourage you to apply. Join our team and be a key player in providing exceptional IT support to our organization.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.
Tidal Basin HoldCo, LLC and its affiliated companies, which includes Tidal Basin Government Consulting, are an Equal Employment Opportunity Employer.
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Source : Tidal Basin
