IT Helpdesk Technician

Description

• Install, configure, troubleshoot, and maintain computer systems, hardware peripherals, and software applications across the organization
• Develop and deliver user training sessions and orientation programs on IT tools, applications, and best practices
• Respond promptly to help desk tickets and inquiries via phone, email, Microsoft Teams, and in-person interactions, ensuring thorough understanding and resolution
• Manage workload strategically to meet service level agreements (SLAs) and minimize operational downtime
• Stay current with emerging technologies and industry trends to provide proactive solutions and recommendations
• Execute regular system updates, security patches, and preventive maintenance tasks to ensure optimal performance
• Maintain comprehensive documentation of support activities, issue resolutions, system configurations, and knowledge base articles
• Coordinate with vendors to manage hardware and software repairs, replacements, and warranty issues
• Champion our company's commitment to security, confidentiality, and core values in all technical interactions
• Provide advanced first-level technical support to end-users across multiple locations, resolving hardware and software issues with efficiency and professionalism
• Travel occasionally to Houston TX, Fort Lauderdale, FL and St. Croix, USVI to provide on-site support
• Collaborate effectively with IT team members to escalate complex technical issues and ensure timely problem resolution

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field and 3+ years of extensive experience in IT helpdesk or technical support roles
• Strong organizational abilities and proven multitasking skills in fast-paced environments
• Exposure to cutting-edge technologies and enterprise systems
• Demonstrated expertise in troubleshooting Windows operating systems with strong problem-solving abilities
• Exceptional communication and customer service skills with ability to explain technical concepts clearly to non-technical users
• Solid working knowledge of networking principles, protocols, and configurations
• Proficiency with Azure, Entra (Azure AD), SharePoint, and Microsoft Office 365 applications
• Physical ability to lift up to 50 pounds and work in various environmental conditions
• Adaptability to evolving technologies with collaborative, team-oriented work style
• Relevant Microsoft certifications such as Azure Administrator Associate or Modern Desktop Administrator Associate (preferred)
• Experience with Ubiquiti network environments (strongly preferred)

Benefits

• 401(k) with up to 4% company match
• Competitive compensation package based on experience and expertise
• Paid time off and holidays
• Collaborative work environment with industry-leading professionals
• Comprehensive benefits including health, dental, and vision insurance
• Company-paid life insurance policy and short-term disability coverage
• Professional development opportunities and technology training

Training + Development

Interview process

Visa Sponsorship

Security clearance