Help Desk Jobs

About The Position

Requirements

• Hands-on experience providing IT help desk, desktop, or end-user technical support.
• Experience supporting Microsoft 365, Microsoft Entra ID, Active Directory, and Windows-based devices.
• Working knowledge of Microsoft Intune or a similar endpoint-management platform.
• Ability to troubleshoot hardware, software, network connectivity, authentication, and user-access issues.
• Familiarity with help desk ticketing systems and remote-support tools.
• Strong organizational, documentation, research, and problem-solving skills, with the ability to manage multiple priorities and provide timely follow-up.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
• Ability to maintain confidentiality and appropriately handle sensitive Company and employee information.
• 1–3 years of relevant IT help desk, desktop support, or end-user technical support experience, or an equivalent combination of education, training, and experience.
• High school diploma or equivalent required.
• Familiarity with IT security and access-control practices.
• Ability to work onsite at the Company's Sanford, Florida facility during the established work schedule.
• Ability to operate a computer and other standard office and IT equipment for extended periods.
• Ability to position, connect, disconnect, install, and troubleshoot computers, monitors, printers, cables, and other end-user technology equipment.
• Ability to occasionally lift, carry, move, or position IT equipment consistent with the requirements of the position.
• Ability to communicate effectively through in-person, telephone, electronic, and virtual communication methods.

Nice To Haves

• Associate degree, technical diploma, or certification in Information Technology, Computer Science, or a related field.

Responsibilities

• Serve as a primary point of contact for employee support requests received through help desk tickets, email, remote support, and in-person requests.
• Troubleshoot hardware, software, operating system, network connectivity, authentication, and user-access issues.
• Support laptops, desktops, mobile devices, printers, label printers, tablets, and video-conferencing equipment.
• Prepare, image, configure, deploy, maintain, troubleshoot, repair, and recover laptops and other end-user devices.
• Install required software, security tools, updates, and approved user configurations.
• Maintain accurate inventory and assignment records for computers, mobile devices, peripherals, accessories, and temporary or loaner equipment.
• Coordinate equipment repairs, replacements, warranties, and vendor support when appropriate.
• Coordinate recovery of Company technology and equipment from departing employees.
• Document technical procedures, common troubleshooting solutions, and user-support activities.
• Identify recurring technical issues and assist with technology deployments, upgrades, security initiatives, and other assigned IT projects.
• Escalate complex technical, security, infrastructure, or application issues to the appropriate internal or external resource.
• Protect confidential, proprietary, employee, customer, and Company information accessed while performing job responsibilities.
• Create, modify, and disable user accounts in Microsoft 365, Microsoft Entra ID, Active Directory, and other assigned systems.
• Assign and maintain Microsoft 365 licenses, security groups, distribution lists, shared mailboxes, and approved application access.
• Support employee onboarding, transfers, role changes, and offboarding from a system-access perspective.
• Troubleshoot login, password, multifactor authentication, and account-access issues.
• Provide user support for Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications.
• Join and configure devices within Microsoft Entra ID and enroll devices in Microsoft Intune or other Company-approved endpoint-management platforms.
• Process authorized access requests and maintain user permissions in accordance with Company security policies and established approval procedures.
• Assist with routine Microsoft 365 administrative activities and escalate advanced administrative, infrastructure, or security matters when appropriate.
• Move throughout office and operational areas to provide onsite technical support and install or troubleshoot end-user technology equipment.
• Comply with applicable Company safety requirements.