IT Helpdesk Technician (Lake Mary, FL)

About the position The IT Helpdesk Technician at Tidal Basin Group is responsible for providing technical support to end-users, managing support tickets, and resolving hardware and software issues. This role requires effective communication and collaboration with team members, as well as the ability to work in a fast-paced environment. The technician will also participate in after-hours support as needed. Responsibilities • Monitor and manage incoming support tickets in the ticketing system. , • Prioritize and address tickets based on severity and impact on business operations. , • Ensure timely resolution of technical issues to meet service level agreements (SLAs). , • Respond to and resolve IT-related inquiries received via phone calls. , • Provide clear and concise instructions to end-users for issue resolution. , • Work directly with users (deskside) to respond to and resolve hardware and software issues. , • Collaborate with other IT team members to share knowledge and best practices. , • Participate actively in team meetings and contribute to problem-solving discussions. , • Demonstrate proficiency in troubleshooting hardware, software, and network issues. , • Utilize expertise in Office 365 to resolve user-related problems and provide support. , • Communicate effectively with end-users to understand and diagnose issues. , • Provide user-friendly explanations of technical solutions to non-technical staff. , • Participate in an after-hours rotation schedule to provide support outside regular business hours. Requirements • 4 - 5 years demonstrated IT support experience , • Associate's degree or higher in Information Technology or related discipline is a plus , • Previous experience in a similar IT helpdesk or technical support role , • Strong experience with Office 365 administration and support , • Strong experience with Active Directory , • Excellent communication and interpersonal skills , • Ability to work effectively in a team environment , • Problem-solving mindset with attention to detail , • Willingness to work in an after-hour rotation schedule Nice-to-haves • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) Benefits • Equal Employment Opportunity Employer , • Reasonable accommodations for individuals with disabilities Apply Job!