Tier I Desktop Support

About the role

We are looking for a Tier I Desktop Support specialist to provide responsive technical assistance for end users in Florida. This long-term contract position is ideal for someone who enjoys resolving day-to-day hardware, software, and access issues while delivering a high level of customer service. The role supports a variety of workplace technologies and helps keep users productive through timely troubleshooting, setup, and coordination with broader IT teams.

Responsibilities

• Provide first-line technical support for desktop and laptop computers, displays, printers, mobile devices, and related end-user equipment.
• Resolve issues involving Microsoft 365 tools such as Outlook, Teams, OneDrive, and other Office applications to minimize user downtime.
• Assist employees with account access needs, including password changes, locked accounts, and other routine permission-related requests.
• Coordinate onboarding and offboarding tasks by preparing devices, setting up user access, issuing equipment, and recovering company assets.
• Install and configure operating systems and business applications, then diagnose and correct workstation software problems as they arise.
• Investigate basic connectivity concerns involving local networks and Wi-Fi, and route more advanced infrastructure matters to the appropriate support teams.
• Manage service tickets from intake through closure, ensuring troubleshooting activities and final resolutions are clearly documented.
• Escalate complex incidents related to hardware, software, security, or network performance when deeper technical support is required.
• Contribute to device refresh efforts, software rollouts, and other IT initiatives while maintaining accurate inventory and asset records.
• Deliver remote assistance to users across multiple locations while adhering to established IT procedures, security expectations, and escalation guidelines.

Requirements

• At least 1 year of experience in desktop support, help desk, service desk, or a similar IT support environment.
• Hands-on ability to troubleshoot and support Windows 10 and Windows 11 systems.
• Practical experience assisting users with Microsoft 365 applications and common access-related issues.
• Working knowledge of Active Directory and/or Microsoft Entra ID for basic account administration.
• Foundational understanding of network and wireless troubleshooting for end-user connectivity problems.
• Experience using ticketing platforms such as Zendesk to track, update, and resolve support requests.
• Strong communication skills with a customer-focused approach to technical support.
• Ability to manage multiple priorities independently in a fast-paced support setting.

Benefits

• Medical, vision, dental, and life and disability insurance.
• Eligibility to enroll in our company 401(k) plan.

Visit roberthalf.gobenefits.net for more information.