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
- 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
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