Help Desk Specialist

StevenDouglas; Boca Raton (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

StevenDouglas is hiring a Help Desk Technician – Tier 1 to provide first-level IT support for end users in Boca Raton, FL. You will troubleshoot hardware, software, and network issues and assist with Azure AD and basic Azure tasks.

The role emphasizes customer service, ticketing, and timely resolution, with opportunities to grow into Tier 2 support and broader IT responsibilities.

Qualifications

• High school diploma or equivalent (Associate’s degree in IT or related field preferred).
• 0–2 years of experience in a help desk or technical support role.
• Basic understanding of Microsoft Entra ID (Azure AD) and identity management concepts.
• Familiarity with Microsoft Azure fundamentals.
• Knowledge of Windows operating systems and Microsoft 365.
• Strong problem-solving and communication skills.
• Ability to prioritize tasks and manage time effectively.

Responsibilities

• Serve as the first point of contact for users via phone, email, or ticketing system.
• Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications.
• Manage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory).
• Perform password resets, MFA setup, and account unlocks.
• Assist with onboarding/offboarding processes, including provisioning/deprovisioning.
• Support basic administration tasks in Microsoft Azure (monitoring resources, VM access, basic troubleshooting).
• Install, configure, and maintain software and operating systems (Windows/macOS).
• Document incidents, resolutions, and processes in the ticketing system.
• Escalate unresolved or complex issues to Tier 2 or senior IT staff.
• Maintain knowledge base articles and user guides.
• Follow IT policies, security standards, and compliance requirements.

Skills

Customer support

Ticketing systems

Azure AD / Entra ID

Windows OS

Microsoft 365

Communication

Time management

Education

Associate's degree in IT

High school diploma or equivalent

Tools

ServiceNow

Jira

Zendesk

Job description

Job Title: Help Desk Technician – Tier 1

Job Summary

The Tier 1 Help Desk Technician provides first-level technical support to end users by troubleshooting hardware, software, and network issues. This role serves as the initial point of contact for IT-related concerns and is responsible for resolving common issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician will support identity and access management using Microsoft Entra ID and assist with basic Microsoft Azure administration tasks.

Key Responsibilities

• Serve as the first point of contact for users via phone, email, or ticketing system
• Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications
• Manage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory)
• Perform password resets, MFA setup, and account unlocks
• Assist with onboarding/offboarding processes, including account provisioning and deprovisioning
• Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, assisting with VM access, basic troubleshooting)
• Install, configure, and maintain software and operating systems (Windows/macOS)
• Document incidents, resolutions, and processes in the ticketing system
• Escalate unresolved or complex issues to Tier 2 or senior IT staff
• Maintain knowledge base articles and user guides
• Follow IT policies, security standards, and compliance requirements

Required Qualifications

• High school diploma or equivalent (Associate’s degree in IT or related field preferred)
• 0–2 years of experience in a help desk or technical support role
• Basic understanding of Microsoft Entra ID (Azure AD) and identity management concepts
• Familiarity with Microsoft Azure fundamentals
• Knowledge of Windows operating systems and common business applications (e.g., Microsoft 365)
• Strong problem-solving and communication skills
• Ability to prioritize tasks and manage time effectively

Preferred Qualifications

• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Understanding of cybersecurity best practices
• Relevant certifications such as: