IT Help Desk Support T1

Job Title: Tier 1 IT Support / Help Desk Technician 

Location: Tampa, FL 
Department: IT 
Reports To: Director of IT 

Job Summary: 

We are seeking a detail-oriented and customer-focused Tier 1 IT Support / Help Desk Technician to provide first-line technical assistance to end users in a fast-paced environment. This role is responsible for troubleshooting IT issues, managing basic IT inventory, supporting SaaS applications, and ensuring smooth day-to-day IT operations. The ideal candidate should possess strong problem-solving skills, excellent communication, and the ability to document support cases effectively. 

Key Responsibilities: 

• Help Desk Support: Provide first-level technical support for hardware, software, and network-related issues to employees via phone, email, and in-person support. 
• User Management: Add, modify, and remove users from various SaaS applications, including Office 365, Admin Center, Adobe, EMR, and other business-critical systems. 
• Remote Monitoring & Management (RMM): Utilize RMM tools to monitor system health, troubleshoot endpoints, and ensure uptime of critical systems. 
• System Monitoring: Core network and other monitoring tools to track system availability and escalate outages. 
• Hardware & Software Support: Install, configure, and maintain workstations, printers, and peripherals, ensuring optimal performance. 
• Basic Inventory Management: Maintain and track IT assets, ensuring accurate records of hardware, software licenses, and user assignments. 
• Printer & Peripheral Support: Troubleshoot and resolve issues related to printers, scanners, and other peripherals. 
• SaaS & Application Support: Assist users with application access, permissions, and general troubleshooting across supported software platforms. 
• Basic Network Troubleshooting: Diagnose connectivity issues, assist with VPN connections, and escalate more complex networking problems as needed. 
• Documentation: Maintain detailed records of support requests, troubleshooting steps, and resolutions within the IT ticketing system. 
• Collaboration & Communication: Work closely with Tier 2 and Tier 3 IT staff for escalations and projects, ensuring seamless IT support for the organization. 

Qualifications & Skills: 

• 1-2 years of experience in IT support or help desk roles preferred. 
• Advanced knowledge of Microsoft Office 365, Admin Center, RMM tools, and monitoring solutions. 
• Familiarity with SaaS applications such as EMR, CMR and CSaaS. 
• Understanding of IT asset management and inventory tracking. 
• Strong troubleshooting skills for Windows and macOS environments. 
• Basic networking knowledge (IP addressing, Wi-Fi, VPN, DNS, DHCP). 
• Experience supporting printers and other peripherals. 
• Excellent verbal and written communication skills. 
• Strong documentation skills and attention to detail. 
• Ability to manage multiple tasks in a fast-paced environment. 
• Customer service-oriented mindset with the ability to work with non-technical users. 

Preferred Qualifications: 

• Certifications such as CompTIA A , ITIL Foundations, or Microsoft 365 Fundamentals. 
• Experience with Active Directory, group policies, and basic PowerShell scripting. 
• Familiarity with ticketing systems for IT support tracking. 

Work Environment: 

• Onsite with occasional remote support as needed. 
• May require lifting and moving computer equipment. 
• Standard business hours with occasional after-hours support for critical issues. 

Salary : $17 - $20