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 solving complex desktop, Microsoft, and network issues while maintaining a high level of service for end users. The role supports a managed services setting, requiring strong troubleshooting ability, clear communication, and the flexibility to balance multiple priorities across different organizations.

Responsibilities:

Resolve escalated technical issues involving Windows 10 and Windows 11, Microsoft 365, Entra ID, and Active Directory, including user access, permissions, and policy-related concerns.

Diagnose and address LAN and WAN connectivity problems by working with routing, switching, firewall, and VLAN configurations across client networks.

Support virtual infrastructure by assisting with administration and troubleshooting in VMware and Hyper-V environments.

Contribute to backup and recovery operations, including support for data protection tools such as Veeam when used in client environments.

Serve as a higher-level resource for frontline support staff by guiding issue resolution, identifying root causes, and determining when senior engineering involvement is needed.

Manage service requests and incidents within a ticketing platform, keeping records accurate, status updates timely, and resolutions well documented.

Provide technical support across multiple customer environments, adjusting quickly to different systems, workflows, and operational needs.

Create and update knowledge base materials, support procedures, and troubleshooting documentation to improve consistency and team efficiency.

Participate in technical initiatives such as upgrades, migrations, and onboarding activities for new client environments.

Communicate clearly with users and stakeholders to set expectations, provide progress updates, and deliver a thorough 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 such as routing, switching, VLANs, LAN/WAN connectivity, and firewall troubleshooting.
Familiarity with virtualization technologies, especially VMware and Hyper-V.
Experience using service desk or ticket management systems to track incidents, actions taken, and final resolutions.
Ability to support several client environments at once while staying organized and responsive in a fast-paced setting.
Strong communication and customer support skills, with the ability to explain technical issues in a clear and detail-oriented manner.
Exposure to backup and recovery platforms; experience with Veeam is preferred.
Relevant certifications such as CompTIA Network+, Microsoft, Cisco, or VMware credentials are a plus.

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