Hybrid IT Help Desk Technician - Windows & Mac Support

Zen Strategics; Destin (FL); Hybrid; USD 36,000 - 52,000; Full time

Job summary

Titan Technologies, LLC is seeking an IT Help Desk Technician in Destin, FL to provide Tier 1 support for hardware, software, and network issues. You will assist end users via phone, email, or remote tools and log incidents in ServiceNow.

The role emphasizes strong customer service and problem-solving in a hybrid work setting. The candidate should have 1–3 years of technical support, experience with Windows 10/11, iOS and macOS, and Microsoft Office 365.

Qualifications

• 1-3 years of technical support or a combination of education, technical certification, and work experience.
• Must be willing and able to work shifts Monday-Friday during the hours of 6am-5pm CT.
• Must have reliable transportation to commute to the Destin, FL office location on a hybrid schedule directed by the Help Desk Manager.
• Must have access to reliable high-speed internet at home and a designated workspace conducive to uninterrupted work.
• Experience using Windows 10 and 11.
• Experience using iOS and macOS
• Experience using Microsoft Office products and O365 applications.
• Excellent verbal and written communication skills.
• Ability to pass Level 2 Background Check, pre-employment background check, and drug-screening

Responsibilities

• Receive client queries regarding system problems or general inquiries by phone, e-mail or via web-enabled access.
• Log incidents and service requests into the ServiceNow incident management system.
• Collect information regarding the incident or service request and documenting details of the issue/question and troubleshooting steps performed into the incident management system.
• Provide troubleshooting and resolution via phone, e-mail or remote connectivity tools for software, hardware, network issues, and customer specific applications.
• Resolve incidents or service requests immediately or by escalating it to the appropriate technical support staff or service group when necessary.
• Track the incident or service request activity to maximize timely completion.
• Follow up with customers to ascertain job satisfaction verbally or through email.
• Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or Help Desk management.
• Perform routine tasks and new assignments as assigned by the Contract Team Lead, Help Desk Manager or Program Manager.
• Other duties as assigned.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma or GED

Tools

ServiceNow

Windows 10/11

macOS/iOS

Office 365

Job description

Titan Technologies, LLC is seeking an IT Help Desk Technician in Destin, FL to provide Tier 1 support for hardware, software, and network issues. You will assist end users via phone, email, or remote tools and log incidents in ServiceNow.

The role emphasizes strong customer service and problem-solving in a hybrid work setting. The candidate should have 1–3 years of technical support, experience with Windows 10/11, iOS and macOS, and Microsoft Office 365.