<p>We’re looking for a hands-on IT Support Specialist to provide front-line (Tier 1) support across a modern Microsoft environment. You’ll resolve end-user incidents in the field and via remote tools, manage tickets through Zoho ManageEngine, and keep our workforce productive across Windows 11 devices, M365 GCC apps, and RingCentral communications.</p><p><br></p><p>What You’ll Do</p><ul><li><strong>Front-Line Support (Tier 1):</strong> Triage, troubleshoot, and resolve first-contact issues for ~550 users (hardware, OS, M365 apps, printers, basic network/connectivity, and RingCentral).</li><li><strong>Ticket Management:</strong> Log, categorize, prioritize, and close tickets in <strong>Zoho ManageEngine</strong>; follow SLAs and escalate appropriately.</li><li><strong>Device Support:</strong> Image, deploy, and maintain <strong>Windows 11</strong> laptops/desktops; perform basic peripheral and printer support.</li><li><strong>Account Administration:</strong> Perform basic user administration in <strong>Microsoft 365 GCC</strong> (password resets, license checks, group membership) per policy.</li><li><strong>Voice/UC Support:</strong> Handle Tier 1 issues for <strong>RingCentral</strong> (softphone setup, call quality checks, device pairing).</li><li><strong>Field Work:</strong> Provide deskside support, conference room/AV setup, and on-site troubleshooting as needed.</li><li><strong>Documentation:</strong> Update knowledge base articles, ticket notes, and asset records; contribute to How-To guides for end users.</li><li><strong>Customer Experience:</strong> Deliver clear, friendly communication; set expectations; follow through on resolutions.</li></ul><p><br></p>
We are looking for a dedicated Help Desk/Desktop Support Analyst to join our team in Orlando, Florida. This role involves providing technical assistance to end-users, resolving hardware and software issues, and ensuring seamless functionality of computer systems. The ideal candidate will possess strong troubleshooting skills and a proactive approach to customer support.<br><br>Responsibilities:<br>• Provide timely and efficient technical support to resolve user issues related to hardware, software, and network systems.<br>• Manage and maintain user accounts through Active Directory, including password resets and access permissions.<br>• Troubleshoot and resolve problems with Microsoft Windows 10 and other operating systems.<br>• Handle service desk tickets, ensuring issues are documented, prioritized, and resolved within established timeframes.<br>• Assist in the installation, configuration, and maintenance of desktop systems and applications.<br>• Deliver clear and effective communication to users regarding technical issues and solutions.<br>• Perform routine system checks to maintain optimal performance and identify potential issues.<br>• Collaborate with other IT team members to escalate and resolve complex technical problems.<br>• Ensure adherence to company policies and procedures regarding IT security and data protection.<br>• Provide guidance and training to users on best practices for utilizing IT systems.
