Job Description
The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts. We are looking for candidates with strong hands-on desktop and end-user support experience, along with prior experience supporting warehouse or distribution center environments. The candidates should be familiar with warehouse operations and be comfortable engaging directly with business users and operations teams. As this is a hands-on role, candidates must be physically capable of lifting and moving IT equipment’s when required.
Job Responsibilities
Has capabilities beyond traditional EUC/Desktop support
Is available to support weekends and extended hours when required
Brings a strong ownership mentality and can work independently
Is proactive, energetic, and highly engaged with the business
Builds strong relationships with users, site leadership, and support teams
Demonstrates excellent communication skills and a customer-first approach
Can effectively manage a fast-paced environment with increasing operational demands
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.
• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.
Numbers & Facts
| Location | Tampa, FL |
| Job Type | Full-time |
| Salary | $20–$23 Per Hour |
Qualifications
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.
Benefits
Paid Time-Off, Life Insurance, 401K Match, Medical, Dental, Vision
Skills
- Microsoft Office
- Office 365
- ACTIVE DIRECTORY
- Intune
- Imaging Application
- Hardware Repair
- SOFTWARE TROUBLESHOOTING
- Printers
Skills
- 2nd Level Supportunmatched
- Business Operationsunmatched
- Communication Skillsunmatched
- Customer Escalationsunmatched
- Customer Support/Serviceunmatched
- Desktop Administrationunmatched
- Desktop PCunmatched
- Distribution Servicesunmatched
- Distribution Warehousingunmatched
- Documentationunmatched
- Enterprise Applicationsunmatched
- Help Deskunmatched
- Information Technology & Information Systemsunmatched
- Operating Systemsunmatched
- Peripheral Hardwareunmatched
- Problem Solving Skillsunmatched
- Service Level Agreement (SLA)unmatched
- Software Administrationunmatched
- Technical Supportunmatched
- Time Managementunmatched
- Warehousingunmatched
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