Help Desk Agent, Level 3

Jobtailor; Orlando (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

Jobtailor in Orlando, FL seeks an experienced IT Support Lead to manage Level 3 support, mentor Help Desk staff, and drive IT project upgrades. You will ensure security, policy compliance, and smooth operation across Windows, Microsoft 365, Active Directory, and network services.

Ideal candidates have a Bachelor's degree or equivalent, 5+ years in IT support and 3+ years in leadership, with strong troubleshooting, communication, and vendor coordination skills.

Qualifications

• Bachelor's degree or equivalent experience in IT field.
• Minimum 5 years IT support experience.
• Minimum 3 years of Help Desk leadership or team management.
• Strong knowledge of Windows, Microsoft 365, Active Directory, networking, and enterprise hardware/software.
• Excellent troubleshooting and customer service skills.
• Experience with third-party software vendors and IT ticketing systems preferred.

Responsibilities

• Resolve advanced hardware, software, network, and system issues escalated from Level 1 and 2 support.
• Administer and maintain Windows, Microsoft 365, Active Directory, user accounts, and system access.
• Monitor network performance, backups, security, and system availability.
• Install, configure, and maintain computers, software, and peripheral devices.
• Coordinate with third-party vendors for software implementation, support, and troubleshooting.
• Document technical solutions and maintain IT procedures.
• Mentor junior Help Desk technicians and assist with escalated support requests.
• Support IT projects, system upgrades, and technology improvements.
• Ensure compliance with company IT policies and security standards.

Skills

Windows OS

Microsoft 365

Active Directory

Networking

Enterprise hardware/software

Troubleshooting

Communication

Organization

Customer service

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

IT ticketing systems

Job description

Responsibilities

• Resolve advanced hardware, software, network, and system issues escalated from Level 1 and Level 2 support
• Administer and maintain Microsoft Windows, Microsoft 365, Active Directory, user accounts, and system access
• Monitor network performance, backups, security, and system availability
• Install, configure, and maintain computers, software, and peripheral devices
• Coordinate with third-party vendors for software implementation, support, and troubleshooting
• Document technical solutions and maintain IT procedures
• Mentor junior Help Desk technicians and assist with escalated support requests
• Support IT projects, system upgrades, and technology improvements
• Ensure compliance with company IT policies and security standards

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Minimum of five (5) years of IT support experience
• Minimum of three (3) years of Help Desk leadership or team management experience
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, networking, and enterprise hardware/software
• Excellent troubleshooting, communication, organizational, and customer service skills
• Experience working with third-party software vendors and IT ticketing systems is preferred