Help Desk Technician

pro/source; Hollywood (FL); Hybrid; USD 48,000 - 52,000; Full time

Job summary

An established industry player is seeking a Help Desk Technician to join a structured IT support team. This role is pivotal in troubleshooting technical issues, primarily through remote support, while also providing in-person assistance when needed. The ideal candidate will be proactive, patient, and eager to learn, ensuring that non-technical users receive the support they need. With a focus on Windows environments and various IT tools, this position offers a dynamic work environment where your contributions will have a significant impact. If you are ready to take your IT career to the next level, this opportunity is for you.

Qualifications

• Experience in Tier 2 or Tier 3 Helpdesk roles is essential.
• Strong hands-on experience with Windows environments and networking.

Responsibilities

• Diagnose and resolve technical issues using ServiceNow and Dameware.
• Provide hands-on support for desktops, printers, and network connectivity.

Skills

Troubleshooting Skills

Communication Skills

Remote Support

In-Person Support

Education

3-5 years of Helpdesk Experience

Tools

ServiceNow

Dameware (SolarWinds)

Windows 10

Office 365

Active Directory

Dell Hardware

Job description

We are seeking a Help Desk 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.
• 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 – Hollywood, FL.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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