On-Site Help Desk Technician

Hi,

We have this urgent opportunity with one of our clients. Please let me know if you are interested.

Position - On-Site Help Desk Technician
Location: West Palm Beach, FL 33406 |
Contract

Primary Responsibilities

- Walk-up and remote ticket intake from PBCHA users (phone, email, ticketing portal, in-person at HQ)
- Tier 1 support: password resets, account lockouts, basic Windows 10/11 troubleshooting, Microsoft Office and Office 365 issues, printer and connectivity issues, mobile device email setup, basic application support
- Tier 2 support: deeper Windows desktop diagnostics, M365 service investigation, network connectivity troubleshooting (in coordination with the on-site engineer), application troubleshooting where supported
- Hardware support for endpoints at HQ - peripheral swaps, cabling, basic break-fix
- Ticket documentation, classification, and SLA-aligned prioritization
- Escalation to the On-Site Systems Engineer for issues requiring infrastructure or server-level intervention
- Escalation to the cybersecurity subcontractor when tickets show indicators of compromise (per documented playbooks)
- Escalation to the Yardi/PHA subcontractor for Yardi application issues beyond infrastructure scope
- Knowledge base contribution: documenting recurring issues and resolutions
- Support of CCST''s contractual 8 hours/month staff training delivery for the clients users (in coordination with the On-Site Systems Engineer)
- Customer service quality: PBCHA users are public-sector employees and must be supported with patience and professionalism

Required Qualifications

- 3+ years of help desk, end-user support, or service desk experience (this is a senior-level on-site help desk role, not an entry-level position)
- Proficiency troubleshooting Windows 10 and Windows 11 desktop environments
- Microsoft Office and Microsoft 365 end-user support proficiency
- Ticketing system experience (any major platform: ConnectWise, Autotask, ServiceNow, Freshdesk, Zendesk, etc.)
- Active Directory user/account familiarity (password resets, group membership, account unlock)
- Basic networking troubleshooting: ability to diagnose connectivity issues, distinguish local vs. network problems, escalate appropriately
- Hands-on hardware comfort - peripheral troubleshooting, cabling, basic component replacement
- Phone, email, and in-person support communication proficiency
- Demonstrated customer service competence
- High school diploma or equivalent required; associate''s degree or technical certification preferred

Required Certifications (one or more)

- CompTIA A+ (or equivalent demonstrated proficiency)
- CompTIA Network+ (preferred)
- Microsoft 365 Certified: Fundamentals or Modern Desktop Administrator Associate
- ITIL Foundation (preferred)
Preferred Qualifications

- CompTIA Security+ (security-aware help desk staff are highly valuable in a HUD-funded environment)
- Public sector, government, healthcare, or similar regulated-environment support experience
- Spanish-language proficiency (the clients serves a diverse population; bilingual staff is helpful, not required)
- Experience supporting Yardi or comparable property management / housing-authority applications (familiarity only)
- Mobile device management experience (Intune, JAMF, or similar)
- Prior experience as the sole or primary on-site IT support resource at a client site