IT Service Desk Technician I

Sonny's Enterprises•Tamarac, FL

4d•Hybrid

About The Position

The IT Service Desk Technician I delivers responsive, customer-focused technical support and reliable execution of routine Technology Operations services. The role is the primary point of contact for incidents and requests involving users, endpoints, Microsoft 365, identity and access, enterprise applications, mobile devices, printers, and remote connectivity. This position follows established standards, documents work completely, resolves issues at the lowest appropriate support tier, and escalates with clear evidence when additional expertise is required.

Requirements

Foundational troubleshooting of Windows, Macs, Microsoft 365, endpoints, mobile devices, printers, and remote access.
Working knowledge of Entra ID / Active Directory, MFA, group membership, permissions, and basic identity concepts.
Experience with ITSM ticket management and disciplined documentation of incidents, requests, and resolutions.
Basic exposure to Intune, endpoint management, RMM tools, asset management, and enterprise application support.
Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical experience.
1-3 years of service desk, end-user support, desktop support, or Technology Operations experience.
Demonstrated customer service, troubleshooting, documentation, and follow-through.

Nice To Haves

Basic scripting or automation knowledge, is beneficial.
CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or comparable certifications.

Responsibilities

Review, prioritize, own, and update incidents and requests in the designated ITSM platform in accordance with service levels and operating procedures.
Troubleshoot Windows endpoints, laptops, desktops, mobile devices, printers, peripherals, conferencing tools, common software, and basic VPN or connectivity issues.
Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and standard productivity applications.
Provide floor and remote support, communicate progress to users, validate restoration of service, and document final resolution steps.
Perform initial triage for business applications and route only after completing defined troubleshooting and capturing useful diagnostic information.
Execute approved onboarding and offboarding tasks, including account setup or disablement, license assignment, mailbox handling, group membership, application access, and equipment coordination.
Support MFA enrollment and resets, guest invitations, international travel or geo-exception workflows, and routine access requests using approved procedures.
Configure and deploy devices, enroll endpoints in Intune or other management platforms, install approved software, and perform basic compliance remediation.
Support mobile device enrollment, application deployment, replacements, recovery, and lifecycle activities.
Maintain hardware and software inventory records and assist with procurement, assignment, transfer, audit, refresh, and retirement activities.
Perform routine user administration, licensing, access, and first-line troubleshooting for supported platforms such as Adobe, Autodesk, SolidWorks, Lucidchart, Jira, Confluence, GitHub, UniPoint, and similar business applications.
Assist with Teams and SharePoint access requests, shared mailboxes, distribution lists, and other standard Microsoft 365 administration within assigned permissions.
Monitor assigned queues, service advisories, endpoint or RMM alerts, and recurring operational checks; escalate risks according to defined procedures.
Create and improve knowledge articles, standard work instructions, and user-facing guidance.
Identify repetitive work, recurring incidents, and opportunities to improve self-service, automation, or shift-left support.
Participate in projects, testing, deployments, and after-hours support as assigned.