IT Help Desk Representative

Answering Service Care•Margate, FL

12d•$22•Onsite

About The Position

We are seeking a proactive and customer-focused IT Help Desk Representative (Level 1) to join our technology team. This is an entry-level role ideal for someone beginning their IT career who enjoys troubleshooting, solving problems, thinking critically, and using modern tools, including cloud applications, automation and AI, to support our employees and clients and help keep our business running efficiently. Location: In-office Position at ASC’s Margate, FL Headquarters

Requirements

Strong critical thinking, troubleshooting, and analytical abilities.
Excellent written and verbal communication skills.
Familiarity with Windows, macOS, and basic networking concepts (TCP/IP, DNS, DHCP).
Ability to learn quickly, work efficiently, and utilize modern technology solutions and AI tools.
CompTIA A+ certification (or currently pursuing).
Coursework or experience in IT, Information Systems, Networking, or related fields.
Experience with ticketing systems (Hubspot, Rippling, Zendesk, etc).
Exposure to AWS or other cloud platforms.
Experience with VoIP or phone systems (RingCentral, Zoom Phone, 8x8).
Familiarity with Google Workspace.
Prior customer service or help desk experience is a plus.

Responsibilities

Provide first-line technical support for hardware, software, network, and account-related issues.
Assist employees via phone, email, chat, and in-person, ensuring timely and professional resolutions.
Support and troubleshoot servers, networking appliances, desktops/laptops, cloud and desktop applications, printers, and operating systems (Windows/macOS).
Support employee onboarding including device setup, account creation, and access permissions.
Handle direct client requests, providing excellent communication and customer service.
Communicate with clients to identify issues and walk through solutions.
Build and maintain new and existing client accounts within our cloud platform.
Apply strong critical thinking, problem-solving, and efficiency to diagnose issues and deliver quick resolutions.
Use knowledge bases, documentation, automation, and AI tools to help find answers and improve productivity.
Maintain accurate ticket documentation and follow established processes.
Assist with system updates, routine maintenance, inventory, and technology improvements.
Collaborate with senior IT and Customer Support team members to resolve escalated issues and develop new skills.