Helpdesk Support Technician

Robert Half - Orlando, FL

Full-time - Entry Level

Orlando, FL

Administrative and Support Services

About the position

The Helpdesk Support Technician role at Robert Half involves providing technical support to users, troubleshooting hardware and software issues, and managing user accounts within Active Directory. The position requires effective communication and problem-solving skills to assist users with their technical needs and ensure timely resolution of support tickets.

Responsibilities

• Provide timely and effective technical support to users via phone, email, and in-person.
• Troubleshoot and resolve hardware and software issues, including desktop computers, laptops, printers, and mobile devices.
• Assist with account creation, password resets, and other user access requests.
• Document and track all support incidents in a ticketing system (e.g., Zendesk, ServiceNow, Jira).
• Manage user accounts, groups, and permissions within Active Directory.
• Create and maintain Group Policy Objects (GPOs) to enforce security settings and software installations.
• Troubleshoot Active Directory and Group Policy related issues.
• Efficiently manage and prioritize support tickets within the assigned ticketing system.
• Accurately document incident details, resolution steps, and knowledge base articles.
• Adhere to established SLAs and KPIs for ticket resolution.

Requirements

• Minimum 3+ years of experience as a Systems Engineer or related role.
• Proven experience with VMware vSphere, including vCenter Server and ESXi hosts.
• Strong understanding of Active Directory concepts and administration.
• Experience with scripting languages (PowerShell, Python) a plus.
• Relevant industry certifications (VMware VCP, Microsoft MCSA) a plus.
• Excellent troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan