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

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

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