Hybrid IT Service Desk Engineer (Windows & Mac)

Kids for the Future; Port Saint Lucie (FL); Hybrid; USD 45,000 - 50,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

PTO

Volunteer Time Off

Parental leave

Disability insurance

Employee Assistance Program (EAP)

FSA/HSA contributions

Job summary

Dataprise in Port Saint Lucie, FL is seeking a Service Desk Engineer to deliver frontline IT support in a hybrid work setting. You will handle incident triage, ticketing, and customer communications while assisting with enterprise tools like Active Directory, Microsoft 365, VPNs, and Citrix.

The role requires external client experience in managed IT services, strong communication, and the ability to work flexible hours including nights or weekends.

Qualifications

• Associate or Bachelor's Degree in Computer Science/Engineering or related field preferred.
• Preferred Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.
• Experience with external clients in the Managed Services or IT Services industry is a plus.

Responsibilities

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
• Record, track, and document the service desk incident within the Service Desk application.
• Collaborate with other members of the team to identify solutions to customer support requests and elevate to more senior team members or external resources as needed.
• Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.
• Add users, remove users, reset passwords, and change folder permissions.
• Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work.
• Utilize remote access solution and support on a variety of topics including VPN clients, Terminal Services, and Citrix.
• Troubleshoot issues utilizing the latest versions of the following technologies: Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.

Skills

Customer service

Communication

Decision making

Time management

Education

Associate or Bachelor's Degree in Computer Science/Engineering

Tools

CompTIA A+

Network+

Security+

Microsoft 365

Apple Certified Associate

Apple Certified Support Professional

Job description

Dataprise in Port Saint Lucie, FL is seeking a Service Desk Engineer to deliver frontline IT support in a hybrid work setting. You will handle incident triage, ticketing, and customer communications while assisting with enterprise tools like Active Directory, Microsoft 365, VPNs, and Citrix.

The role requires external client experience in managed IT services, strong communication, and the ability to work flexible hours including nights or weekends.