Tech Support-Help Desk I

UA IS AN EQUAL OPPORTUNITY EMPLOYER•Fort Lauderdale, FL

6d•Onsite

About The Position

UA Brands is seeking an outgoing, friendly Tech Support/Help Desk & Service Delivery Associate-Level 1 with a high focus on customer service to join a high-performing team. This role serves as a frontline resource for employees needing day-to-day technology assistance. This role provides first-level technical support through the IT hotline and Help Desk ticketing system, troubleshoots common hardware, software, access, and connectivity issues, and coordinates escalation to other IT team members as needed. The position also supports hardware and software deployment, employee onboarding, IT asset management, technical documentation, preventive maintenance, and technology projects. Working closely with local and remote IT professionals, the Associate helps ensure employees receive timely, professional, and effective technology support while contributing to reliable day-to-day IT service delivery.

Requirements

Excellent verbal communication and active listening skills, with the ability to professionally handle live help desk calls, understand user concerns, explain technical solutions clearly, and provide effective technical assistance over the phone.
Ability to monitor, assess, troubleshoot, and resolve Tier 1 technical support tickets submitted by employees, escalating complex issues to appropriate IT team members when required.
Working knowledge of Microsoft 365 administration, including basic user account support, email setup and assignments, licensing, and related administrative activities.
Basic knowledge of Mac computers and macOS, with the ability to assist with common configuration, troubleshooting, and end-user support needs.
Strong organizational skills with the ability to accurately maintain hardware inventory, track equipment assignments, and support effective management of IT assets.
Good written communication skills with the ability to create, maintain, and update clear technical documentation, troubleshooting instructions, and end-user support materials.
Working knowledge of Microsoft applications and services, including Microsoft Office and SharePoint, with the ability to assist employees with common application-related issues.
Basic knowledge of operating system deployment, device imaging, configuration, and setup across desktops, laptops, and other supported devices.
1-2 years of professional experience in a Tech Support/Help Desk role.
Strong customer service skills with the ability to communicate professionally, understand user concerns, manage expectations, and provide a positive technical support experience.
General proficiency across a broad range of business and productivity software, with the ability to assist users with common application-related issues.
Working proficiency with Microsoft Office applications and the ability to troubleshoot common end-user issues.
Demonstrated ability to diagnose, troubleshoot, and resolve common hardware, software, system, and end-user technical issues in a timely and effective manner.
Familiarity with VPN technologies and other remote-access solutions, including basic configuration, connectivity troubleshooting, and support for remote employees.
Basic working knowledge of Active Directory, including user account administration, password resets, account access, and other routine support activities.
Working knowledge of Windows 11 and macOS environments, including installation, configuration, maintenance, and troubleshooting of common operating system issues.

Responsibilities

Serve as the first point of contact for employees seeking technical assistance.
Answer IT hotline calls, troubleshoot common hardware, software, access, and connectivity issues, and provide timely real-time support.
Escalate complex issues to appropriate IT team members when necessary.
Monitor the help desk ticket queue, review and prioritize incoming requests, assign tickets to appropriate IT technical staff, and help ensure incidents and service requests are addressed within established service expectations.
Partner with remote Senior Engineers and other IT team members to perform on-site troubleshooting, installations, diagnostics, testing, and other technical tasks as directed.
Create, maintain, and update clear technical documentation, troubleshooting guides, standard operating procedures, and end-user instructions for employees and IT staff.
Install, configure, and deploy new hardware and software, including imaging and preparing desktops and laptops to ensure devices are ready for employee use.
Maintain accurate inventory records for technology assets, including hardware located at the corporate office, deployed equipment, and assets assigned to employees throughout their lifecycle.
Perform scheduled maintenance and basic troubleshooting of existing hardware, software, printers, network wiring, and server-related environments to support reliable IT operations.
Support the onboarding of new employees by creating and configuring user accounts, assigning software licenses, preparing equipment, and ensuring required technology access is available.
Participate in project-based assignments and longer-term technology initiatives, supporting implementations, upgrades, migrations, and other IT improvement activities.