IT Support Specialist I

Si Holdco; Jacksonville (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

Life insurance

401(k) plan with match

Gym membership reimbursement

Career development and advancement

Charitable activities and more

Job summary

SI HoldCo, LLC is hiring an onsite IT Support Specialist I to join the IT Help Desk at our Jacksonville office. You will assist end users, set up workstations, and maintain asset records for devices and applications, ensuring uptime and secure access.

Requirements include 2+ years in desktop support, Windows 10/11, VPN, and experience with VMware. MFA tools (Duo/Okta) and flexibility for after-hours work or travel are a plus.

Qualifications

• 2+ years of desktop support experience, Windows 10/11.
• Phone-based end-user assistance experience.
• Strong ability to multi-task in a fast-paced environment.
• Excellent organizational and time management skills.
• Attention to detail with problem-resolution focus.
• Hands-on VMware troubleshooting and administration.
• Familiarity with MFA tools (Duo/Okta) and VPN.
• On-call availability beyond business hours; some travel.

Responsibilities

• Prioritize and resolve first-contact IT tickets promptly.
• Provide end-user support across PC, Mac, and mobile platforms.
• Document issues and resolutions; maintain SOP compliance.
• Escalate complex problems to senior staff as needed.
• Manage active tickets and asset tracking for hardware/software.
• Support IT onboarding for new users and ensure continuity.

Skills

Windows troubleshooting

Phone-based support

VPN familiarity

Duo/Okta MFA

VMware knowledge

Troubleshooting

Multi-tasking

Attention to detail

Education

CompTIA A+ certification

CompTIA Network+ (preferred)

Tools

VMware

Cisco AnyConnect

Cisco SecureConnect

Duo MFA

Okta

Job description

Job Details

Job Location: Jacksonville Main Office - Jacksonville, FL 32256

Position Type: Full Time

Job Category: Information Technology

The company is currently seeking an onsite IT Support Specialist I to work on the IT Help Desk to assist end users with technology needs. This position will assist IT Support management with the setup, support, and accurate asset management of all company workstations, phones, printers, and applications.

At SI HoldCo, LLC we pride ourselves on our culture and our ability to make our company a place where employees enjoy coming to work each day. We believe hard work is important but we also know balance is essential. We encourage employees to become their best, both personally and professionally. Everything we produce is a result of the hard work and talent of our team members. We believe that when good ideas are shared great things can happen.

The Company offers numerous options to help its employees achieve their financial, professional, and wellness goals including:

• Medical, dental, and vision insurance options
• Paid time off
• Company-provided life insurance policy
• 401(k) plan and match
• Gym membership reimbursement
• Career development and opportunities for advancement
• Charitable activities and more

General Duties and Responsibilities

• Prioritize and resolve first-contact tickets promptly to minimize user downtime
• Deliver exceptional IT support focused on user satisfaction, including account set up, system maintenance, antivirus, and troubleshooting across PC, Mac, and mobile platforms
• Adhere to SOP documentation, ensuring thoroughness and accuracy in issue resolution
• Escalate complex issues to senior staff when necessary
• Effectively manage personal workflow and monitor active tickets within the IT ticketing system to maintain responsiveness and quality service
• Provide dedicated support for mobile devices (iOS/Android) ensuring seamless integration and a positive user experience
• Commit to resolving urgent issues and maintaining business continuity
• Thoroughly document problem-solving approaches and solutions to enhance team knowledge base and expedite future issue resolutions
• Support with tracking hardware, software licenses, and other IT assets to facilitate efficient resource management
• Conduct IT onboarding for new users
• Support team objectives and overall organizational success

Qualifications

• 2 or more years of professional experience in desktop support including Windows OS 10 & 11
• Experience with phone-based user assistance
• Strong ability to multi-task and perform effectively in a fast-paced environment
• Excellent organizational and time management skills
• Strong attention to detail
• Demonstrated success in troubleshooting and problem resolution within a production support environment
• Strong analytical and process-driven mindset
• Hands-on experience supporting a VMware environment
• Familiarity with two-factor authentication tools (e.g. Duo, Okta)
• Experience with VPN services
• Able to work on-call outside of business hours (including after hours and some weekends)
• Occasionally available for overnight travel when necessary
• Possess valid driver's license, acceptable driving record, and proof of adequate auto liability insurance

Preferred Qualifications

• Relevant certification such as CompTIA A+ and/or Network+ Experience with Cisco AnyConnect or Cisco SecureConnect

At SI HoldCo, LLC employment opportunity is based upon personal capabilities and qualifications without regard to race, creed, color, religion, sex, age, ancestry, national origin, disability, veteran status, pregnancy, genetic information, sexual orientation, gender identity, or any other protected characteristic as established by law. Qualifications