IT Service Desk Support Specialist

Holland & Knight LLP; Tampa (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental & vision plans

Life and AD&D insurance

Disability insurance

FSAs/HSAs

401(k)

Profit sharing

Paid holidays

Job summary

Holland & Knight LLP in Tampa, FL seeks an IT Service Desk Support Specialist to provide professional customer service and technical help for corporate software, hardware, and networks. You will troubleshoot, resolve issues, and assist IT staff with onboarding and access management.

The role requires 3–5 years of level one help desk experience, a Bachelors degree, and basic technical certifications. On-site work and a strong customer-service mindset are essential.

Qualifications

• Bachelors degree required.
• 35 years of level one help desk support experience.
• Basic technical certifications such as A+, MCP, etc.

Responsibilities

• Provide phone and email support for corporate software, hardware, peripherals, and networks.
• Manage access and reset passwords; log calls in ticket system.
• Perform 2nd level support including user onboarding/offboarding and Active Directory management.
• Troubleshoot PC and printer issues and resolve hardware/software problems.
• Process remote and mailbox access requests according to protocols.

Skills

Customer service

Analytical thinking

Team collaboration

Written & verbal communication

Willingness to learn

Education

Bachelors degree

A+ or MCP certification

Tools

Microsoft Office

Active Directory

Windows 10

MacOS

Job description

We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.

This position is based in the Firm's global operations center in Tampa, FL.

General Description

The IT Service Desk Support Specialist will offer professional customer service and technical help, assisting users and IT staff with troubleshooting, maintaining, and resolving computer hardware and software issues.

Key Responsibilities And Essential Job Functions

• Provide telephone and email support for corporate software, hardware, peripherals, and networks.
• Manage access and reset passwords.
• Learn internal business applications and offer 1st level PC/network and application support.
• Serve as the initial contact for troubleshooting PC and printer issues.
• Identify, troubleshoot, resolve, and expand hardware/software problems.
• Log calls and activities in a ticket system.
• Perform 2nd level support, including user onboarding/offboarding and managing Active Directory accounts.
• Process remote and mailbox access requests according to protocols, ensuring proper documentation and approvals.
• Special project and duties as assigned.

Required Skills

• Possesses strong customer service skills, a proactive attitude, and effective follow-through abilities.
• Demonstrates analytical and problem-solving capabilities.
• Collaborates well with team members and operates with minimal supervision.
• Has excellent written and verbal communication skills.
• Shows interest in and capacity for learning new software and hardware skills.

Required Qualifications & Education

• Bachelor’s degree.
• 3-5 years of experience performing level one help desk support working as part of a corporate help desk/IT team.
• Basic Technical Certification (A+, network, MCP, etc.)
• Advanced knowledge of computer hardware and software, including Microsoft Office.

Preferred Qualifications & Education

• Experience with a variety of platforms and systems, including MS Windows 10 and Apple (MAC) are preferred.

Physical Requirements

• Ability to sit or stand for extended periods of time.
• Moderate or advanced keyboard usage

Benefits:

Our goal is to promote a work environment in which individuals have access to the resources they need to be their best both professionally and personally, which includes resources that encourage individuals to focus on their health and well-being.

• comprehensive medical (PPO and HDHPs)
• dental and vision plans including coverage for domestic partners
• life and AD&D insurance
• short and long term disability insurance
• tax-advantaged accounts for health care expenses, including FSAs and HSAs
• FSAs for dependent care
• health advocacy services
• behavioral health and counseling resources for all family members
• 401(k)
• profit sharing
• backup dependent care
• senior care planning support
• resources for individuals with development disabilities and their caregivers
• paid holidays and other paid time off, including paid leave for new parents.

Holland & Knight is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth or related conditions, transgender status, and sexual orientation), national origin, age, disability, genetic information, veteran status or any other factor prohibited by law.

Applicants who are interested in applying for a position and require an accommodation during the process should contact [e-mail].

Personal Information collected from applicants will be used for the purpose of processing the application throughout any recruitment or employment process, as well as inclusion in a personnel file. Categories of data collected may include name, address, phone numbers, email, Social Security Number, and signature. Holland & Knight may collect further information if you consent to a background check. This includes criminal background, employment, and certifications. Please visit Legal Information Portal for Holland & Knight LLP’s privacy policies.