Help Desk Technician in Gainesville, FL

The Collier Companies•Gainesville, FL

5d•Onsite

About The Position

The Collier Companies is seeking an IT Help Desk Technician to join our team! This is an on-site role, reporting from one of The Collier Companies’ Home Office in Gainesville, which offers beautiful natural areas, a temperate climate, and tremendous educational, cultural, and commercial opportunities. Gainesville was recently ranked as one of the top 10 places to live in the United States. Help Desk Technician II (Tier 2) provides advanced technical support to internal users and/or customers by diagnosing, troubleshooting, and resolving complex hardware, software, identity/access, and network connectivity issues that require deeper analysis than Tier 1. This role owns incidents through to resolution, performs root cause investigation, documents findings and knowledge articles, and coordinates with infrastructure, security, and application teams when escalation is required. The technician also supports standardized deployments (imaging, software distribution, and device configuration), contributes to service improvements, and may mentor Tier 1 staff on troubleshooting techniques, processes, and customer communication. Work is primarily performed indoors with minimal travel. The role requires a professional, customer-focused demeanor and the ability to communicate technical information clearly to both technical and non-technical audiences. A high school diploma or equivalent is required; an associate degree and/or relevant certifications (e.g., CompTIA A+/Network+, Microsoft role-based certifications) are preferred.

Requirements

Strong customer service and clear, professional communication (verbal and written), including the ability to translate technical concepts for non-technical users.
Advanced troubleshooting and documentation (tickets, notes, reproduction steps, logs, and clear resolution summaries).
Ability to prioritize and manage multiple requests while meeting SLAs and service expectations in a ticketing environment.
Zendesk ticketing experience (intake, prioritization, categorization, SLAs, internal notes vs. public replies, and use of macros/knowledge base to improve resolution consistency).
Proficiency supporting Windows and macOS environments, including common productivity and collaboration tools.
Intermediate networking concepts (e.g., TCP/IP, DNS, DHCP, VPN, Wi‑Fi) and endpoint security awareness (MFA, EDR basics, phishing hygiene).
Microsoft Intune administration skills (device enrollment, configuration profiles, compliance policies, app deployment/assignments, and troubleshooting policy/app delivery).
Windows Autopilot experience (deployment profiles, Enrollment Status Page, device-driven/user-driven provisioning basics) and troubleshooting provisioning failures.
Ability to perform root-cause analysis, identify trends/recurring incidents, and recommend preventive actions.
Ability to follow ITIL-aligned incident/problem/change processes.
Windows 10/11, macOS, and Microsoft 365 (Office apps, Outlook, Teams), including intermediate troubleshooting.
Microsoft Entra ID administration (users, groups, role assignments), basic Conditional Access troubleshooting, and understanding of authentication/MFA concepts.
Microsoft Intune experience (device enrollment, configuration profiles, compliance policies, and basic troubleshooting of policy deployment).
Strong understanding of PC/Mac hardware and peripherals; printer troubleshooting; mobile devices (iOS/Android); and common drivers.
Client connectivity and network troubleshooting (Ethernet/Wi‑Fi, TCP/IP, DNS/DHCP, VPN), including packet/connection analysis at a basic level.
3+ years of experience in end-user support, including at least 1 year in a Tier 2/Technician II role (or equivalent demonstrated capability).

Nice To Haves

Certifications preferred: CompTIA A+/Network+ (or equivalent), plus Microsoft role-based certifications (e.g., Microsoft 365 fundamentals) or other relevant vendor certifications.

Responsibilities

Troubleshoot and resolve escalated (Tier 2) issues across software, hardware, and network connectivity, using advanced diagnostic techniques and structured problem-solving.
Administer and troubleshoot identity and access issues (e.g., Microsoft Entra ID users/groups, password resets/lockouts, role assignments, and Conditional Access impact) and coordinate with IAM as needed.
Support endpoint lifecycle activities including imaging, deployment, patching, and software distribution; manage and troubleshoot device policies via Microsoft Intune (e.g., configuration profiles) and remediate configuration drift.
Provide intermediate support for collaboration and productivity platforms (e.g., Microsoft 365 apps/services, Teams/Outlook issues, licensing triage) and escalate tenant-level changes appropriately.
Triage and manage ticket queues to meet SLAs; document troubleshooting steps, resolution notes, and knowledge articles; identify recurring issues and recommend corrective actions.
Use Zendesk to intake, categorize, prioritize, and route requests; communicate effectively via public replies vs. internal notes; apply macros and link/maintain knowledge base articles to improve consistency and speed of resolution.
Performs any other related duties as assigned by the Senior Systems Administrator, Information Technology Manager, or other appropriate administrator.

Benefits

The Collier Companies 401k match is 100% of your contribution up to 10% of your gross income.
Up to 24 days off during your first year with an annual increase!
Stylish TCC logo attire provided.
Comprehensive medical, dental & vision insurance.
Group & supplemental life insurance policy options.
Healthcare reimbursement account & legal services insurance.
Career growth opportunities.
Industry education opportunities.

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