IT Helpdesk Technician (Lake Mary, FL)

About the position

The IT Helpdesk Technician at Tidal Basin Group is responsible for providing technical support to end-users, managing support tickets, and resolving hardware and software issues. This role requires effective communication and collaboration with team members, as well as the ability to work in a fast-paced environment. The technician will also participate in after-hours support as needed.

Responsibilities

• Monitor and manage incoming support tickets in the ticketing system.
• Prioritize and address tickets based on severity and impact on business operations.
• Ensure timely resolution of technical issues to meet service level agreements (SLAs).
• Respond to and resolve IT-related inquiries received via phone calls.
• Provide clear and concise instructions to end-users for issue resolution.
• Work directly with users (deskside) to respond to and resolve hardware and software issues.
• Collaborate with other IT team members to share knowledge and best practices.
• Participate actively in team meetings and contribute to problem-solving discussions.
• Demonstrate proficiency in troubleshooting hardware, software, and network issues.
• Utilize expertise in Office 365 to resolve user-related problems and provide support.
• Communicate effectively with end-users to understand and diagnose issues.
• Provide user-friendly explanations of technical solutions to non-technical staff.
• Participate in an after-hours rotation schedule to provide support outside regular business hours.

Requirements

• 4 - 5 years demonstrated IT support experience
• Associate's degree or higher in Information Technology or related discipline is a plus
• Previous experience in a similar IT helpdesk or technical support role
• Strong experience with Office 365 administration and support
• Strong experience with Active Directory
• Excellent communication and interpersonal skills
• Ability to work effectively in a team environment
• Problem-solving mindset with attention to detail
• Willingness to work in an after-hour rotation schedule

Nice-to-haves

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate)

Benefits

• Equal Employment Opportunity Employer
• Reasonable accommodations for individuals with disabilities