IT Support Specialist

Tavistock U.S.; Orlando (FL); On-site; USD 57,308,000 - 80,231,000; Full time

Job summary

Tavistock US, based in Orlando, seeks a detail-oriented IT Support Specialist (Tier 1) to join our technology team. You will support Windows 11, macOS, and Microsoft 365, handle tickets, and provide on-site and remote assistance across locations. Strong customer service and documentation skills are essential.

The role requires on-premises work, with occasional after-hours support. Prior AD/Entra ID and VoIP exposure are a plus, and a driver’s license is recommended for local travel.

Qualifications

• An associate degree in IT or related field; bachelor's preferred.
• 1–3 years of help desk or desktop support experience.
• Experience supporting Windows and Apple desktops; strong customer focus.

Responsibilities

• Deliver tier 1 support for Windows and macOS users.
• Diagnose and resolve hardware and software issues.
• Provide on-site and remote support to local and off-site locations.
• Configure and maintain workstations and peripherals; ensure security basics.

Skills

Windows support

macOS support

Microsoft 365

Active Directory

Network troubleshooting

VoIP knowledge

Customer service

Ticketing systems

Remote support tools

Education

Associate degree in IT

Bachelor’s degree preferred

Tools

RMM/MDM

Dell hardware

Microsoft Surface

POS systems experience

Job description

About Tavistock US

Tavistock US is the shared services platform supporting a diverse portfolio of businesses across hospitality, real estate development, investments, and corporate operations. Headquartered in the innovative Lake Nona community in Orlando, Florida, our teams provide strategic and operational support to a growing collection of award-winning restaurants, hotels, commercial developments, and master-planned communities.

Job Type

Full-time

Description

About Tavistock US

Tavistock US is the shared services platform supporting a diverse portfolio of businesses across hospitality, real estate development, investments, and corporate operations. Headquartered in the innovative Lake Nona community in Orlando, Florida, our teams provide strategic and operational support to a growing collection of award-winning restaurants, hotels, commercial developments, and master-planned communities.

Driven by a commitment to excellence, innovation, and exceptional experiences, Tavistock US partners closely with business leaders across the organization to deliver technology, finance, human resources, marketing, legal, and operational services that enable our businesses to thrive. Whether supporting a Michelin-recognized restaurant, a luxury hospitality destination, or one of the nation’s premier master-planned communities, our employees play a meaningful role in shaping experiences that have lasting impact.

Learn more about Tavistock US

Here

TITLE

IT Support Specialist (Tier 1)

REPORTS TO

Senior IT Manager

PAY STATUS

Hourly/Non-Exempt

SUMMARY

The Tavistock US is seeking a highly motivated and detail-oriented IT Support Specialist to join our dynamic technology team. This position plays a key role in supporting and maintaining our Microsoft, Cisco, and Fortinet-based infrastructure, ensuring optimal performance and reliability across all systems. The successful candidate will provide responsive, professional technical support to both internal and external users, assist in implementing IT improvements, and help manage infrastructure, networking, and security initiatives. The ideal candidate is experienced in Windows and macOS operating systems, Microsoft 365, basic Active Directory/Entra ID support, and network troubleshooting, with a strong customer service orientation and the ability to manage multiple priorities effectively. This role requires strong documentation skills, sound judgment when escalating issues, and collaboration with internal staff and external vendors.

Key Responsibilities

• Deliver tier 1 support for users across Windows 11, macOS, and Microsoft Office 365 platforms.
• Diagnose and resolve hardware and desktop software issues in a timely manner.
• Provide on-site and remote support to offsite locations, including troubleshooting workstations, applications, and network connectivity.
• Configure, install, upgrade, and maintain desktop and laptop systems (Dell, Microsoft Surface, Apple).
• Deploy and set up user workstations, including monitor configuration and peripheral setup, to meet end-user requirements.
• Administer Active Directory, including user accounts, security groups, and access permissions.
• Deploy and support VOIP phone systems and associated hardware.
• Manage and document all support tickets in the department’s helpdesk system, ensuring timely follow-up and resolution tracking.
• Create and maintain technical documentation for processes, systems, and newly implemented technologies.
• Participate in after-hours and on-call support rotations as needed.
• Perform other related duties and special projects as assigned by leadership.

Requirements

EDUCATION, EXPERIENCE AND SKILLS REQUIRED

• Associate degree or equivalent experience; Bachelor’s degree in Information Technology or related field preferred.
• CompTIA A+ and Network+ certifications preferred.
• 1–3 years of help desk or desktop support experience.
• Hands-on experience supporting Windows and Apple desktop systems.
• Experience with ticketing systems and remote support tools (RMM/MDM).
• Proficient with supporting Microsoft 365 applications (Teams, SharePoint, OneDrive, Outlook).
• Strong working knowledge of LAN/WAN environments, TCP/IP, VLANs, wireless networking, and VoIP technologies.
• Familiarity with IT security principles, including endpoint protection and user access control.
• Experience supporting point-of-sales (POS) systems is a plus.
• Strong organizational and problem-solving skills with a customer-first attitude.
• Excellent verbal and written communication skills; ability to communicate effectively with non-technical users.
• Ability to work independently, manage multiple tasks, and meet deadlines in a fast-paced environment.
• This is a full-time, in-office position requiring on-premises work Monday through Friday; remote work is not available.
• The position also includes participation in after-hours response for critical issues as needed.
• Valid driver’s license and reliable transportation for travel to local office locations.

Physical Requirements

• Ability to sit for extended periods while working at a computer.
• Must be able to lift and move equipment weighing up to 50 pounds.
• Ability to follow verbal and written instructions and complete tasks with minimal supervision.

This job description in no way states or implies that these are the only duties to be performed by this position. The employee will be required to follow any other instructions and to perform any other duty requested by the supervisor.