Information Technology - IT Professional

Alta Equipment Group; Orlando, Northern (FL, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Alta Equipment Group is seeking an IT Help Desk Technician I in Orlando, FL. You will be the first point of contact for employees needing technology support, handling hardware, software, and mobile device issues.

The role focuses on delivering excellent customer service, accurately documenting incidents, and routing complex requests to the appropriate IT teams. Responsibilities include providing remote support to field technicians, diagnosing common problems, and maintaining inventory of IT

Qualifications

• Associate degree in Computer Science or Information Technology, or equivalent experience.
• Minimum of 1 year of IT Help Desk or technical support experience.
• CompTIA A+ certification, or ability to obtain within six months of hire.
• Strong communication and customer service skills.

Responsibilities

• Provide frontline technical support for hardware, software, and end-user devices.
• Document incidents and requests in the ticketing system.

Skills

Customer service

Analytical thinking

Multitasking

Time management

Education

Associate degree in CS/IT or equivalent

Tools

Microsoft Intune

Azure Entra ID

Microsoft 365 Admin

IT ticketing system

Job description

Position Summary

The IT Help Desk Technician I is the first point of contact for employees seeking technology support. This position serves as a frontline technical resource, providing support for hardware, software, mobile devices, and end-user technology issues. The successful candidate will deliver exceptional customer service, resolve common technical problems, route requests to the appropriate IT team, and support ongoing IT operations.

Key Responsibilities

• Deliver exceptional customer service by interacting with employees in a professional, courteous, and responsive manner.
• Provide frontline technical support and ensure all incidents and requests are accurately documented within the ticketing system.
• Handle common requests such as password resets, account unlocks, access requests, and how-to questions.
• Triage incoming tickets and route requests that fall outside Help Desk scope to the appropriate IT team.
• Provide prioritized remote support to field technicians.
• Manage, track, troubleshoot, and resolve technical issues, escalating issues when appropriate.
• Diagnose and repair common hardware and software problems.
• Install, configure, support, and maintain approved hardware and software solutions.
• Document resolutions and contribute articles to the IT knowledge base.
• Coordinate with external vendors on routine service requests, such as device and mobile support.
• Remain current with emerging technologies and industry best practices.
• Perform office-based tasks including equipment preparation, device shipping, asset lifecycle activities, and maintaining accurate inventory of laptops, mobile devices, and other IT equipment.
• Support company projects and technology initiatives as assigned.
• Demonstrate Alta's Guiding Principles in all daily activities.
• Participate in scheduled on-call rotations and work overtime as required.
• Perform other duties as assigned.

Required Qualifications

• Associate degree in Computer Science, Information Technology, or equivalent work experience.
• Minimum of 1 year of IT Help Desk or technical support experience.
• CompTIA A+ certification, or the ability to obtain it within six months of hire.
• Strong communication and customer service skills.
• Excellent analytical and problem-solving abilities.
• Ability to work independently while managing multiple priorities.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Windows, Microsoft Office, and related desktop applications.

Preferred Qualifications

• Experience with Microsoft Intune and Microsoft Entra ID (formerly Azure Active Directory).
• Experience with Microsoft 365 administration tasks such as user and license management.
• Experience working in an IT ticketing or service management system.

Knowledge, Skills, and Abilities

• Ability to read and interpret technical documentation, procedures, and safety guidelines.
• Ability to prepare reports, document solutions, and communicate effectively with employees at all levels.
• Strong troubleshooting and reasoning skills, with the judgment to recognize when an issue should be escalated.
• Effective time management and multitasking capabilities.

Physical Requirements

• Frequent use of hands, sitting, speaking, and hearing.
• Occasional standing, walking, reaching, bending, kneeling, crouching, or crawling.
• Ability to lift and move up to 25 pounds occasionally.
• Close vision, color vision, and the ability to adjust focus.
• Occasional work near moving mechanical parts.