Technology Support Specialist

Technology Support Specialist

Hamlin & Burton | Altamonte Springs, FL | On site | Full time

Monday through Friday, 8:00 a.m. to 5:00 p.m.

Reports to: Technology Director

About the Role

The first point of contact for technology and software product support. This role handles Tier 1 IT support and software user support, resolves routine issues from start to finish, including hardware and software, keeps support documentation current, and escalates specialized work to the appropriate team.

What You'll Do

•       Answer the support line and respond to help requests by phone, email and ticket

•       Troubleshoot and fix laptop, desktop, monitor and peripheral issues

•       Install, update and configure software

•       Support printers, scanners, desk phones and conference room equipment

•       Set up equipment and accounts for new employees and handle equipment returns

•       Handle routine Microsoft 365 and Intune device support under established procedures

•       Keep hardware and software inventory current

•       Be the first response for in-house SaaS user questions about login and access, notifications, navigation and everyday how-to

•       Document suspected defects and functionality questions and route them to the product and engineering teams

•       Reset passwords, unlock accounts, manage MFA and handle basic access requests under established procedures

•       Review user-reported phishing emails and email quarantine reports, and escalate as needed

•       Own tickets in YouTrack from intake through resolution or escalation, with clear documentation

•       Write and update knowledge-base articles and support documentation

•       Flag recurring issues and suggest fixes that cut down on repeat tickets

•       Escalate IT and security issues to senior technology staff and in-house SaaS product issues to the product team

•       Help with other technology projects as assigned

Required

•       At least 3 years of hands-on help desk or desktop support experience

•       Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive)

•       Experience with Active Directory, Entra ID or a similar system for account management

•       Comfort with basic networking: Wi-Fi, VPN, network drives and printer connections

•       Experience working in a ticketing system

•       Clear communication and customer service skills

•       Excellent problem-solving skills

•       Discretion with confidential information

Preferred

•       CompTIA A or a similar certification

•       Experience with Microsoft Intune or another device management tool

•       Experience supporting a legal, insurance or professional services office

•       Familiarity with remote support tools

What We'll Train You On

•       In-house SaaS and how our users work in it

•       Our support procedures and knowledge-base standards

•       Security awareness

•       Microsoft 365 and Intune fundamentals

Schedule and Work Environment

•       Full time, on site, Monday through Friday, 8:00 a.m. to 5:00 p.m. with an on-call rotation

•       Office setting with occasional lifting of equipment up to 50 pounds

Compensation

• •       Pay: $52,000 to $62,000 per year