IT Helpdesk Analyst

Acrisure Mortgage, LLC; Orlando (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Acrisure Mortgage is seeking a dedicated IT Helpdesk Analyst to join our IT support team in Orlando. The role provides front-line technical assistance for Windows, Office 365, and common business applications, with emphasis on patient problem solving and clear communication.

You will document issues in the ticketing system, assist with Active Directory tasks, and help with device setup, printers, VPN, and basic network issues. Weekend rotating coverage is required.

Qualifications

• Must be within commuting distance to Downtown Orlando office.
• Rotating weekend coverage required.
• Experience in helpdesk or IT support preferred.
• Working knowledge of Windows, Office 365, and common business apps.
• Strong customer service and documentation skills.

Responsibilities

• Serve as the first point of contact for users via phone, email, or ticketing system.
• Provide front-line support for Windows systems, Office 365, and business applications.
• Assist with Active Directory tasks, including password resets.
• Troubleshoot hardware and software on desktops, laptops, printers, and mobile devices.
• Support basic networking issues, including VPN connectivity.
• Assist with user device setup and IT maintenance tasks.

Skills

Customer service

Communication skills

Documentation

Tools

Windows

Microsoft Office 365

Active Directory

VPN

Printers & mobile devices

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Helpdesk Analyst

Full Time Orlando, FL, US

Acrisure Mortgage is seeking a dedicated and knowledgeable Helpdesk Analyst to join our IT support team. The ideal candidate will be responsible for providing exceptional technical support to our users, ensuring that all hardware and software issues are resolved efficiently. This role requires strong customer service skills, a solid understanding of IT infrastructure, and the ability to troubleshoot various operating systems and applications.

Duties

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
• Provide front-line support for Windows systems, Microsoft Office 365, and commonly used applications
• Assist with Active Directory tasks, including password resets
• Troubleshoot hardware and software issues on desktops, laptops, printers, and mobile devices
• Support basic networking issues, including Wi-Fi and VPN connectivity
• Assist with user device setup
• Escalate unresolved issues to the appropriate technical staff or departments
• Maintain accurate records of issues, troubleshooting steps, and resolutions in the ticketing system
• Participate in weekend coverage on a rotating schedule
• Assist with general IT maintenance tasks, inventory tracking, and updates

Qualifications:

• Must be within a commutable distance of our Downtown Orlando office at 189 South Orange Ave. Suite 970, Orlando, FL 32801
• Must be willing to participate in a rotating weekend coverage schedule
• Previous experience in a helpdesk, IT support, or technical support role preferred
• Working knowledge of Windows, Microsoft Office 365, and common business applications
• Strong customer service and communication skills
• Strong attention to detail and ability to accurately document issues and resolutions

Acrisure Mortgage is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. Applicants must complete all interviews without the use of AI or automated tools.