ECS

IT Helpdesk

ECS

full-time

Posted on:

Location Type: Office

Location: Orlando • Florida • United States

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Job Level

Junior

Tech Stack

AWSCloudDNSLinuxServiceNowTCP/IP

About the role

  • Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system
  • Perform remote troubleshooting through diagnostic techniques and pertinent questioning
  • Determine the best resolution based on the issue and details provided by the employee
  • Guide employees through problem-solving steps in a clear and patient manner
  • Escalate unresolved issues to the next level of IT support personnel
  • Provide accurate information on IT products, services, and procedures
  • Log all events, issues, and resolutions accurately in the ticketing system
  • Follow up with employees to confirm resolution and update ticket status
  • Relay employee feedback and suggestions to the appropriate internal team
  • Identify and recommend improvements to IT support procedures

Requirements

  • 1+ year of front-line, Tier 1 IT help desk support experience
  • Associate’s degree in IT or currently enrolled in an IT-related degree program
  • Preferred Certifications CompTIA A+, Network+, and/or Security+
  • Technical Skills Microsoft 365 (Office 365) administration and end-user support
  • Microsoft Active Directory – user accounts, password resets, group policy basics
  • Microsoft Intune / Endpoint Manager – device enrollment and MDM support
  • Basic networking knowledge: DNS, DHCP, VPN, TCP/IP fundamentals
  • Familiarity with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar)
  • Remote desktop and support tools (e.g., TeamViewer, Bomgar, or equivalent)
  • Working knowledge of office automation, databases, and common productivity software
  • Familiarity with AWS and Linux environments (a plus)
  • Good understanding of computer systems, mobile devices, and peripheral hardware
  • Ability to diagnose and resolve basic to intermediate technical issues
  • Awareness of multi-factor authentication (MFA) and identity management processes
  • Customer-focused with a calm, professional demeanor under pressure
  • Comfortable in a fast-paced, agile work environment
  • Excellent interpersonal, written, and verbal communication skills
  • Strong organizational skills and attention to detail
  • Sound judgment and independent decision-making ability
  • Comfortable supporting both Windows and cloud-based environments
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT help desk supportMicrosoft 365 administrationMicrosoft Active DirectoryMicrosoft Intunebasic networking knowledgeremote desktop supportoffice automationAWSLinuxmulti-factor authentication
Soft Skills
customer-focusedcalm under pressureinterpersonal skillswritten communicationverbal communicationorganizational skillsattention to detailsound judgmentindependent decision-makingproblem-solving
Certifications
CompTIA A+CompTIA Network+CompTIA Security+