Job Description

About the Role:

We are seeking a Helpdesk Technician to join a structured, tiered IT support team. This position is responsible for troubleshooting technical issues, primarily remotely (80%) , with some in-person support (20%) . The ideal candidate is eager to learn, proactive, and patient , as many employees are not tech-savvy.

Responsibilities:

• Diagnose and resolve technical issues using ServiceNow for ticketing and Dameware (SolarWinds) for remote access.
• Provide hands-on support for desktops, printers, and network connectivity .
• Configure and support Windows 10 (some Windows 7), Office 365, Cisco WebEx, MS Teams, and networking/IP troubleshooting .
• Manage Active Directory (assign groups and permissions), OneDrive , and Dell hardware .
• Support mobile devices (iPhones, Androids, tablets) and MiFi hotspot devices .
• Collaborate with Tier 1 support to handle escalations and track all incidents to resolution.
• Occasionally travel (10%) to other locations for support.

Qualifications:

• 3-5 years of experience in a Tier 2 or Tier 3 Helpdesk role .
• Strong troubleshooting skills, both remote and in-person .
• Hands-on experience with Windows environments, Active Directory, Office 365, OneDrive, and networking .
• Knowledge of hardware support (Dell computers and printers).
• Excellent communication skills with the ability to assist non-technical users patiently .
• Ability to diagnose unfamiliar issues and escalate when necessary.
• Experience with ServiceNow or similar IT ticketing systems is a plus.

Location: Onsite – Clewiston, FL.

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