About the Opportunity
We are seeking a customer-focused and technically skilled Help Desk Technician to join a growing Information Technology Services organization dedicated to delivering exceptional technical support and reliable IT solutions. This role is responsible for providing first and second-level technical support, resolving hardware and software issues, supporting enterprise systems, and ensuring an outstanding end-user experience across the organization.
As a Help Desk Technician, you will work closely with System Administrators, Network Engineers, Cybersecurity Specialists, Cloud Support Teams, Infrastructure Engineers, and business stakeholders to diagnose and resolve technical issues while maintaining service excellence. You will support desktop systems, laptops, mobile devices, enterprise applications, Microsoft environments, cloud services, and collaboration platforms while contributing to continuous improvement initiatives within the IT Service Desk.
The ideal candidate is a proactive problem solver with strong technical troubleshooting abilities, outstanding customer service skills, and a passion for technology. Success in this role requires effective communication, technical expertise, attention to detail, and the ability to manage multiple support requests in a fast-paced environment.
This is an excellent opportunity to join an innovative technology organization that values collaboration, continuous learning, and career development while supporting enterprise technology solutions used across multiple business functions.
Essential Duties and Responsibilities
- Provide first and second-level technical support for hardware, software, operating systems, and enterprise applications.
- Diagnose and resolve desktop, laptop, printer, mobile device, and peripheral technology issues.
- Respond to support requests through phone, email, chat, and ticketing systems while meeting established service level agreements (SLAs).
- Install, configure, and maintain Windows workstations, software applications, and business productivity tools.
- Support Microsoft 365, Active Directory, Exchange Online, Teams, SharePoint, and cloud-based collaboration platforms.
- Perform user account creation, password resets, access management, and permission administration.
- Escalate complex technical issues to Infrastructure, Network, Cybersecurity, or Engineering teams when appropriate.
- Document incidents, troubleshooting activities, resolutions, and knowledge base articles within the IT Service Management platform.
- Assist with workstation deployments, hardware refresh initiatives, software upgrades, and technology rollouts.
- Monitor ticket queues and ensure timely resolution of incidents and service requests.
- Maintain IT asset inventory, equipment lifecycle records, and technology documentation.
- Support remote users utilizing VPN, remote desktop, and cloud connectivity solutions.
- Participate in disaster recovery planning, system maintenance, and technology improvement initiatives.
- Educate end users on technology best practices, security awareness, and system functionality.
- Maintain compliance with organizational security policies, IT governance standards, and regulatory requirements.
Job Qualifications and Requirements
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline preferred.
- 2+ years of Help Desk, Desktop Support, Technical Support, or IT Support experience.
- Strong knowledge of Microsoft Windows operating systems and Microsoft 365 technologies.
- Experience supporting Active Directory, Azure Active Directory, Exchange Online, Teams, VPN, and endpoint management solutions.
- Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
- Experience troubleshooting hardware, software, printers, mobile devices, and enterprise applications.
- CompTIA A+, Network+, Microsoft, or ITIL certifications are highly preferred.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent customer service, communication, and organizational abilities.
Personal Capabilities and Qualifications
- Strong customer service orientation with excellent interpersonal skills.
- Outstanding troubleshooting and analytical abilities.
- Effective verbal and written communication skills.
- High attention to detail and organizational excellence.
- Ability to remain calm and professional under pressure.
- Strong time management and multitasking capabilities.
- Team-oriented mindset with a collaborative approach.
- Professional integrity and accountability.
- Adaptability within rapidly evolving technology environments.
- Commitment to continuous learning and technical development.
Strategic Support
The Help Desk Technician serves as a vital contributor to enterprise technology operations by ensuring reliable end-user support, minimizing system downtime, and maintaining high levels of customer satisfaction. This role partners with Infrastructure, Network Engineering, Cybersecurity, Cloud Operations, and IT Leadership to support secure, efficient, and reliable technology services that enable business productivity and operational success.
Through technical troubleshooting, user support, system administration, documentation, and continuous service improvement, this position directly contributes to organizational efficiency, technology reliability, and an exceptional employee experience.
Working Conditions
- On-site position based in Tampa, Florida.
- Standard Monday through Friday schedule with occasional evening or weekend support during system upgrades or emergency incidents.
- Fast-paced IT support environment with frequent interaction across multiple departments.
- Regular use of computer systems, remote support tools, and enterprise technology platforms.
- Occasional lifting and installation of computer equipment, monitors, and peripherals.
- Company-provided technology, professional training, and certification support.
Job Function
The Help Desk Technician is responsible for delivering technical support by diagnosing and resolving hardware, software, network, and system issues while maintaining enterprise technology environments and providing exceptional customer service. This role supports daily IT operations through incident management, user assistance, system configuration, documentation, and continuous improvement of technology support services.
Compensation & Benefits
Compensation Package: $85,000 – $120,000 annually, based on experience, technical expertise, certifications, and overall qualifications.
Our comprehensive benefits package includes:
- Annual performance bonus
- Comprehensive medical, dental, and vision insurance
- 401(k) retirement savings plan with company matching
- Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Flexible paid time off and company holidays
- Paid parental and family leave
- Tuition reimbursement and professional certification support
- CompTIA, Microsoft, Cisco, and ITIL certification reimbursement
- Employee wellness and mental health resources
- Life, AD&D, and long-term disability insurance
- Employee Assistance Program (EAP)
- Employee recognition and service award programs
- Company-provided technology and tools
- Career advancement opportunities within a leading Information Technology Services organization
Why Join Us
Join an organization where technology, innovation, and customer service come together to create exceptional business outcomes. We invest in our IT professionals through continuous training, modern technologies, and meaningful career advancement opportunities.
As a Help Desk Technician, you will play an essential role in supporting the technology that keeps our business running while working alongside experienced IT professionals in a collaborative and growth-focused environment. If you are passionate about technology, troubleshooting complex issues, and delivering outstanding customer support, we encourage you to join our team.
Job Features
| Job Category | Information Technology Services & Managed Solutions |