Help Desk Technician

JRM Construction Management, LLC•Boca Raton, FL

9d•Onsite

About The Position

The Help Desk Technician I provides Tier 1 technical support to both onsite and remote employees. Responsibilities include first-line troubleshooting, device setup, account administration, and accurate ticket documentation. Issues beyond Tier 1 scope should be escalated to Tier 2 in accordance with established SOPs and SLAs.

Requirements

1–2 years in a Help Desk/Desktop Support role (or equivalent internship/certifications).
Working knowledge of Windows 10/11, Microsoft 365 apps, and basic networking concepts (IP/DNS, Wi-Fi, VPN) sufficient to triage Tier 1 issues.
Experience with Active Directory user administration and a modern ticketing system.
Strong troubleshooting, communication, and time-management skills; ability to handle multiple tickets concurrently.
Willingness to learn, follow SOPs, and escalate appropriately.
Mid-level experience with Microsoft Office 365, Active Directory Administration, and Virtualization Technologies
Proficient with Windows 10, Windows 7, and Microsoft Office suite

Nice To Haves

Valid driver’s license for occasional site travel preferred.

Responsibilities

Serve as the first point of contact via phone, email, walk-up, or ticketing system; triage, resolve, and/or route incidents and requests.
Install and configure end-user hardware and peripherals (desktops/laptops, monitors, printers, headsets, VoIP handsets) and apply approved firmware/driver updates.
Support Windows 10/11, Microsoft 365 apps, and common line-of-business applications per the knowledge base.
Perform account administration in Active Directory/Azure AD (password resets, unlocks, group membership updates) and basic Microsoft 365 tasks (mailbox, license assignment per standard operating procedure).
Execute standardized onboarding/offboarding checklists (devices, accounts, MFA, mailbox/OneDrive access, distribution lists).
Maintain meticulous ticket documentation (troubleshooting steps, resolution, user comms) and close tickets in compliance with SLAs and categorization standards.
Manage and track end-user assets; assist with periodic inventories and device lifecycle processes.
Coordinate vendor support when issues cannot be resolved in-house; provide clear case notes/logs.
Travel to local offices/job sites as needed; support occasional off-hours maintenance windows with prior notice.
Shadow Tier 2 on advanced issues, imaging/MDM tasks, and site cutovers.
Contribute KB articles and improve runbooks based on resolved tickets.