IT Help Desk Support Specialist

Resident Interface • Tampa, FL

9h

About The Position

We are seeking an IT Help Desk Support Specialist for a Full Time position. This role
will be responsible for providing advanced technical support to end-users and troubleshooting
complex issues. This individual will play a key role in ensuring that desktop systems, applications,
and network operations run efficiently and securely in a highly regulated environment.

Requirements

• Bachelor's degree in relevant field or four years of equivalent experience preferred.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) or experience.
• 1+ years of experience in IT help desk or technical support roles.
• Strong understanding of Windows desktop OS, Microsoft 365, Active Directory, Amazon Web Services, and common enterprise applications.
• Familiarity with security and compliance standards, preferably in finance or debt collection industries.
• Excellent communication and problem-solving skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Responsibilities

• Serve as the escalation point for Tier 1 and Tier 2 support issues.
• Provide advanced troubleshooting and resolution for hardware, software, network, and application issues.
• Maintain and support endpoint devices including desktops, laptops, printers, and VoIP systems.
• Administer user accounts, permissions, and Active Directory group policies.
• Support remote employees via remote access tools and ensure VPN and secure access compliance.
• Document issues, resolutions, and updates in the help desk ticketing system.
• Develop and update internal IT documentation and knowledge base articles.
• Ensure compliance with data security and privacy regulations specific to the debt collection industry (e.g., FDCPA, PCI-DSS).
• Assist with onboarding/offboarding of employees, including hardware setup and account provisioning.
• Participate in IT infrastructure projects, upgrades, and process improvement initiatives.
• Mentor junior support staff and assist with training on new tools and technologies.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level