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-reputed company inquiries received reputed company phone calls.

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• reputed company 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 reputed company 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-reputed company problems and reputed company support.

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• Communicate effectively with end-users to understand and diagnose issues.

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• reputed company user-friendly explanations of technical solutions to non-technical staff.

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• Participate in an after-hours rotation schedule to reputed company support reputed company regular business hours.

Requirements

• 4 - 5 years demonstrated IT support experience

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• Associate's degree or higher in Information Technology or reputed company 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 reputed company environment

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• Problem-solving reputed company with attention to detail

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• Willingness to work in an after-hour rotation schedule

reputed company-to-haves

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

Benefits

• Equal Employment Opportunity Employer

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• Reasonable accommodations for individuals with disabilities

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