Desktop Support Technician, End User Engineering

RKON • FL

67d • $45,000

About The Position

We are pursuing an IT Desktop Support Technician looking to elevate their career. This role will support our Lake Mary, FL client office location Monday-Friday (on-site). This is an opportunity to get hands-on experience with the latest technologies in the healthcare industry. The ideal candidate will have a strong desire to continue growing their IT career. Our End User Engineering (EUE) professionals are expected to provide high-quality end-user support, with a strong background in PC support (Windows) and proven experience with Microsoft 365 and Teams. Candidates must possess above-average customer service, organizational, verbal, and written skills. The goal of the EUE Desktop Support Technician is to provide on-site support, guidance, and the rapid restoration of normal services to customers and users.

Requirements

• A desire to pursue a long-term career in IT, demonstrating a willingness to learn and adapt to change.
• Strong customer service background with professional verbal, telephone, and written communication techniques.
• Excellent teamwork, interpersonal, and cross-cultural communication skills.
• Ability to be punctual and reliable.
• Demonstrate excellent multi-tasking and time management skills with the ability to work under pressure, meet scheduled obligations, and operate with minimal supervision.
• Strong problem-solving/analytical skills to efficiently determine next steps.
• Strong technical knowledge of desktop hardware, operating systems (OS), and productivity software.
• Proven experience troubleshooting network connectivity issues, and printing errors.
• Required working knowledge of the MS Office suite (Teams, Outlook, Word, PowerPoint, Excel) and Office 365 environments.
• General understanding of security threats such as phishing and malware.

Nice To Haves

• 3+ years of experience in desktop support or a similar IT support role.
• ITIL knowledge or other relevant IT certifications (e.g., CompTIA A+, MCDST, or equivalent).
• Familiarity with MacOS, including the ability to triage hardware and OS/software issues.
• Familiarity with Microsoft account and mailbox administrative tasks.
• Familiarity with enterprise systems like Active Directory (AD), servers, backup solutions, and network components (switches/firewalls).

Responsibilities

• Provide world-class customer service by acting as a customer advocate, setting a positive, supportive tone, and ensuring clear communication with end-users.
• Accept and respond to support requests (tickets, phone, email, chat, alerts, etc.) to ensure maximum possible service availability and performance.
• Provide Level 1 and 2 support for incidents and service requests related to hardware, software, mobile devices, and network connectivity.
• Document and track all support activities (requests, resolutions, and user interactions) in the IT ticketing system, ensuring timely and accurate updates to notes, customer communications, and related fields (priority, category, etc.).
• Troubleshoot and resolve incidents (including incident triage) or escalate complex issues as required to senior support engineers or external vendors, facilitating workflow and queue management to meet or exceed defined Service Level Agreements (SLAs).
• Reference, follow, and provide feedback on documented knowledge articles to ensure consistent solutions and contribute to the knowledge base.
• Manage user access within Microsoft 365 and on-premises Active Directory (AD), including creating, modifying, and deleting user accounts, assigning permissions via group assignments, and performing password resets.
• Fulfill IT-related requests and perform routine maintenance tasks, such as system updates, antivirus scans, and backups, to ensure the security and stability of desktop and mobile systems.
• Install, configure, and maintain desktop operating systems, applications (including Microsoft Office applications across all versions and platforms), and software updates.
• Setup and deploy IT equipment for new and existing employees, including staging desktop computers, laptops, mobile devices, peripherals (printers, scanners), and network drive mapping.
• Provide comprehensive mobile device support, including configuration, Mobile Device Management (MDM), provisioning, and troubleshooting.
• Provide support for desk phones (assign numbers, extensions, setup voicemail) and setup/maintain Conference Room AV equipment as needed.
• Collaborate with other IT teams to escalate and resolve complex technical issues in a timely manner.
• Provide user training and assistance on basic IT tasks, such as email setup, software usage, and new system onboarding.
• Assist with IT projects and initiatives, such as hardware refreshes, software upgrades, system migrations, and other assigned administrative or client projects.

Benefits

• Health insurance (medical, dental, vision, life, and long and short-term disability insurance)
• Flexible time off
• 401(k) Plan with employer match to qualifying employees

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees