IT Support Specialist I (Tier 1 Help Desk / Systems Administration)

PAX Technology; Jacksonville, Northern (FL, KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision, life & AD&D

401(k) Plan with employer match

Paid vacation and holidays

Tuition and certification reimburse

Employee recognition programs

Quarterly team-building stipend

Job summary

PAX Technology in Jacksonville, FL seeks an IT Support Specialist I to provide frontline technical support for employees, handling hardware, software, accounts, and connectivity.

You will triage Tier 1 incidents, document solutions, assist with onboarding, and escalate complex issues to System Engineers in a fast-paced team environment.

A strong customer service mindset and knowledge of Windows 10/11, Microsoft 365, AD, Entra ID, Intune, and basic networking will help you succeed.

Qualifications

• Associate degree in Information Technology or equivalent practical experience.
• 1-3 years of help desk, desktop support, or junior systems administration experience.
• Working knowledge of Windows 10/11, Microsoft 365, and common business hardware and peripherals.
• Basic experience with identity and endpoint management platforms such as AD, Entra ID, or Intune.

Responsibilities

• Serve as the first point of contact for end-user technical support via service desk channels.
• Triage, prioritize, document, and resolve Tier 1 incidents and requests.
• Troubleshoot Windows, Microsoft 365, printer, peripheral, and mobile device issues.
• Assist with onboarding, workstation setup, and account provisioning.
• Perform routine endpoint administration in Intune and basic remediation.
• Provide basic network troubleshooting (VPN, DNS, DHCP, Wi‑Fi).
• Escalate complex incidents to System Engineers with appropriate notes.

Skills

Windows 10/11

Microsoft 365

Active Directory

Microsoft Entra ID

Microsoft Intune

Networking basics

Customer service

Documentation

Problem solving

PowerShell (nice to have)

Education

Associate degree in Information Technology or related field

Tools

Active Directory

Microsoft Entra ID

Microsoft Intune

PowerShell

Job description

At PAX , you’ll work alongside a collaborative, forward-thinking team in a fast-paced environment where innovation is encouraged and ideas move quickly from concept to reality.

IT Support Specialist I Job Summary:

We’re looking for an IT Support Specialist I to provide responsive front-line technical support for employees and serve as the first point of contact for day-to-day IT issues. This role will resolve common hardware, software, account, connectivity, and access requests; perform routine endpoint and systems administration; document solutions; and escalates more complex incidents to the System Engineers. By taking ownership of Tier 1 support and standard operational tasks, this position will help the engineering team focus on escalations, infrastructure projects, architecture, and continuous improvement.

• Serve as the first point of contact for end-user technical support through the IT service desk, phone, email, chat, and in-person requests
• Triage, prioritize, document, and resolve Tier 1 incidents and service requests while maintaining timely communication with users
• Troubleshoot common Windows 10/11, Microsoft 365, application, printer, peripheral, and mobile device issues
• Support basic account administration in Active Directory and Microsoft Entra ID, including password resets, account unlocks, group membership changes, and access requests
• Assist with employee onboarding, offboarding, workstation setup, equipment deployment, and account provisioning using approved procedures
• Perform routine endpoint administration in Microsoft Intune, including device enrollment, application deployment support, compliance checks, and basic remediation
• Provide basic network troubleshooting for wired, wireless, VPN, DNS, DHCP, and guest access issues
• Support approved security and access tools, including multi-factor authentication, endpoint protection, and Portnox network access workflows
• Escalate incidents that require elevated access, advanced troubleshooting, vendor engagement, security review, or infrastructure changes to the appropriate System Engineer
• Follow documented escalation paths and provide complete troubleshooting notes, business impact, error details, and steps already attempted
• Track IT assets, maintain inventory records, and assist with hardware lifecycle activities, loaner equipment, and replacement coordination
• Install, configure, patch, and maintain supported workstations, standard applications, and approved peripherals
• Create and maintain knowledge base articles, user guides, standard operating procedures, and troubleshooting documentation
• Identify recurring issues and recommend opportunities to improve self-service, documentation, automation, and support processes
• Deliver professional, customer-focused support while protecting company information and following IT and Security policies

What You’ll Need:

• Associate degree in Information Technology, a related field, or equivalent practical experience
• 1-3 years of help desk, desktop support, technical support, or junior systems administration experience
• Working knowledge of Windows 10/11, Microsoft 365 applications, and common business hardware and peripherals
• Basic experience with Active Directory, Microsoft Entra ID, Microsoft Intune, or similar identity and endpoint management platforms
• Foundational understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network troubleshooting
• Ability to follow documented procedures, protect sensitive information, and recognize when an issue should be escalated
• Strong customer service, communication, organization, documentation, and problem-solving skills
• Ability to manage multiple tickets, set priorities, provide status updates, and follow issues through resolutionAbility to work independently on routine tasks and collaborate effectively with System Engineers, Security, Infrastructure, and business teams
• Nice to Have:
• Experience with an IT service management or ticketing platform and knowledge base documentation
• Experience supporting Microsoft Intune, Microsoft Entra ID, endpoint security tools, or network access control solutions
• Experience supporting onboarding, offboarding, asset inventory, or device lifecycle processes
• Basic PowerShell knowledge or interest in developing scripting and automation skills

Who We Are

PAX Technology is redefining the future of payments—and we’re looking for bold thinkers, builders, and innovators to join us.

As a global leader in payment solutions, we power millions of devices across 120+ countries, helping businesses deliver faster, smarter, and more seamless commerce experiences.

We’re not just building hardware—we’re building solutions. With a dynamic ecosystem of partners, cutting-edge technology, and a relentless focus on innovation, we’re transforming what’s possible in payments. If you’re ready to make an impact in a fast-moving, global tech environment, we want to hear from you.

Life at PAX

What can PAX do for you?

We offer comprehensive benefits packages including:

• Medical, dental, vision, life, and AD&D insurance
• 401(k) Plan with employer match
• Paid vacation and paid holidays
• Tuition and professional certification reimbursement
• Internal employee recognition and rewards
• Quarterly stipend for team building activities

PAX is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics. This policy applies to all terms and conditions of recruitment and employment.