Help Desk/Desktop Support Tech

Description

We are looking for a Support Technician to provide Tier 2 support for client environments North East Florida to Gainesville & Daytona. This Long-term Contract position is ideal for someone who enjoys resolving complex desktop, Microsoft, and network-related issues while working across multiple organizations and user groups. The role requires strong troubleshooting ability, clear communication, and a service-focused approach to maintaining reliable IT operations.

Responsibilities:

Resolve escalated technical issues involving Windows 10 and Windows 11 systems, Microsoft 365 applications, Entra ID, and Active Directory administration.

Investigate and correct connectivity and infrastructure problems across LAN and WAN environments, including routers, switches, VLANs, and firewall-related issues.

Support virtual server platforms by assisting with administration and troubleshooting activities in VMware and Hyper-V environments.

Provide operational support for backup and recovery processes, including work with Veeam-based solutions when used by clients.

Serve as a higher-level resource for Tier 1 support staff by guiding troubleshooting efforts and helping identify root causes for recurring problems.

Manage support requests through a ticketing platform such as ConnectWise, maintaining accurate notes, status updates, and timely resolution of assigned work.

Deliver technical assistance across multiple customer environments, adjusting quickly to different configurations, priorities, and support expectations.

Create and update technical documentation, knowledge articles, and process guides to improve consistency and efficiency within the support team.

Contribute to project-based work such as upgrades, migrations, and new client environment setup as needed.

Communicate clearly with end users and stakeholders to provide progress updates, explain solutions, and maintain a positive support experience.

Requirements

Hands-on experience troubleshooting Microsoft environments, including Windows 10/11, Microsoft 365, Entra ID, and Active Directory.
Working knowledge of network support concepts involving routing, switching, VLANs, LAN/WAN connectivity, and common firewall troubleshooting.
Familiarity with virtualization technologies such as VMware and Hyper-V.
Experience using service desk or ticket management systems to document, prioritize, and close support issues.
Strong customer support skills with the ability to communicate professionally and effectively with end users and technical teams.
Ability to manage competing priorities while supporting multiple client environments in a fast-paced setting.
Exposure to backup and disaster recovery tools, with Veeam experience considered an advantage.
Relevant technical certifications such as CompTIA, Microsoft, Cisco, or VMware credentials are a plus.

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