Technical Support Administrator (July 9, 2026)

Jacksonville Port Authority.•Jacksonville, FL

16h•$49,585 - $69,500•Onsite

About The Position

This position functions as a team lead for the Help-Desk Support Specialists, providing technical and non-technical guidance and solutions to a variety of complex and rewarding problems.

Requirements

High school diploma or equivalent required.
Bachelor’s Degree in Computer Science, Information Systems, Cloud Computing, or related field required.
A minimum of two to three years’ experience in IT related field required.
One to two years administering Microsoft Entra ID (Azure Active Directory) and the Microsoft 365 admin center, including Exchange Online, is required.
Working knowledge of current Microsoft Windows patch management methodologies and tools required.
Working knowledge of cloud identity and access management and SaaS application administration, including Microsoft Entra ID, Microsoft 365, and Exchange Online, required.
Working Knowledge of TCP/IP networking, LANs/WANs, Wi-Fi, mobile broadband systems, and IP telephone systems to include VOIP, PSTN, and SIP required.
Scripting and automation in powershell, bash, and associated technologies required.
Working knowledge of various Operating Systems (Windows, Linux/UNIX, MacOSX, Android, apple iOS required.
Must have strong oral and written communications skills and possess excellent active listening skills.
Must have a strong attention to detail.
Must have strong leadership skills.
Must be able to communicate complex technical issues and resolutions to colleagues and end-users with various degrees of technical understanding and backgrounds.
Must be customer focused and be able to adapt to changing priorities.
Must possess demonstrated problem solving skills.
Must work well both in a team-environment and independently with minimal supervision.
Must be able to obtain and maintain a Transportation Workers Identification Credential (TWIC) during employment.

Nice To Haves

A minimum of four to five years of same experience may be substituted in lieu of a college degree.
Prior Help-desk experience preferred.
Experience with hybrid Active Directory environments is a plus.
Experience in packaging, installing, maintaining, and testing end-user software programs preferred.
Experience with creating and maintaining system images preferred.
Prior supervisory and/or leadership experience is a plus ideally in a NOC or SOC environment.
Microsoft 365 Certified: Administrator Expert (MS-102) preferred.
Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) preferred.

Responsibilities

Owns and manages the day-to-day operation of the Help-desk, including administration of the IT service management (ticketing) system — configuring queues, categories, workflows, assignment rules, and automation so that tickets are consistently captured, triaged, prioritized, and resolved. Manages, develops, and coaches part-time Help-desk Support staff to provide proactive solutions and ensure the highest level of customer satisfaction.
Defines and governs the service request intake process, including a service catalog and standardized triage and prioritization rules, so that all requests are logged, routed, and handled consistently.
Establishes, monitors, and reports on Help-desk service levels and key performance indicators — including response and resolution times, ticket volume and trends, and customer satisfaction — and uses these metrics to drive service improvements.
Identifies and develop automated solutions within area of responsibility to streamline processes, minimize user generated errors, and increase overall departmental productivity.
Conducts root cause analysis, where appropriate, to ensure that systemic solutions are identified and/or appropriate checks are added to monitoring system(s).
Drives continuous improvement by reviewing recurring incidents and root-cause trends and translating them into process changes, automation, or knowledge base updates that reduce ticket volume and improve resolution times.
Defines, writes, and maintains help-desk processes, standard operating procedures, and runbooks in accordance with departmental and company policies and procedures, and ensures that help-desk personnel follow established processes, procedures, and policies. Owns the departmental knowledge base and wiki, creating, curating, and maintaining documentation to promote consistency and end-user self-service.
Collaborate with IT colleagues to ensure that identified solutions are consistent with overall departmental objectives and direction.
Identifies and recommends appropriate hardware and software solutions to meet user requirements. Maintains inventory and licensing compliance of IT managed hardware and software.
Manages the IT hardware and software asset lifecycle, including procurement, asset tagging and tracking, deployment, maintenance, refresh planning, and secure decommissioning, data sanitization, and disposal of retired equipment; maintains accurate asset records and chain-of-custody and ensures software licensing compliance.
Administers end-user operating system, software, and firmware updates. Ensures that all available critical end-user operating system patches are applied. Administers assigned applications, servers, and networking equipment.
Conducts day-to-day user, group, and license management within Microsoft Entra ID (Azure Active Directory) and Exchange Online, including Microsoft 365 group, mailbox, and distribution-list administration. Manages device compliance and security policies through Microsoft Intune and Entra Conditional Access. Working knowledge of hybrid on-premises Active Directory and Group Policy is a plus. Administers and tests file, application, and network access control.
Owns the IT onboarding and offboarding process, including timely and secure provisioning and deprovisioning of user accounts, Microsoft 365 licenses, and end-user devices.
Ensures end-user devices are maintained through appropriate monitoring, configuration management, and preventative maintenance routines.
Maintains the cleanliness, organization, and readiness of IT common areas, including equipment and storage rooms, wiring closets, and shared workspaces, keeping cabling, hardware, and supplies orderly, labeled, and secure.
Provides technical guidance to end-users. May be required to develop and provide user training for basic hardware and software use.
Provides day-to-day support of VOIP telephone and voicemail systems.
Manages the organization’s cellular and mobile phone program, including adding, removing, and modifying carrier lines and service plans; setting up, configuring, and deploying mobile devices; coordinating device upgrades and replacements; and administering carrier accounts, and mobile device inventory.
Performs other duties as required or assigned.