Job Description

Job Location: Tampa, FL 33612
Position Type: Part Time
Salary Range: $17.00 - $20.00 Hourly

Job Shift: AnyJob Title: Tier 1 IT Support / Help Desk Technician
Location: Tampa, FL
Department: IT
Reports To: Director of IT
Job

Summary:
We are seeking a detail-oriented and customer-focused Tier 1 IT Support / Help Desk Technician to provide first-line technical assistance to end users in a fast-paced environment. This role is responsible for troubleshooting IT issues, managing basic IT inventory, supporting SaaS applications, and ensuring smooth day-to-day IT operations. The ideal candidate should possess strong problem-solving skills, excellent communication, and the ability to document support cases effectively.
Key Responsibilities:
- Help Desk Support: Provide first-level technical support for hardware, software, and network-related issues to employees via phone, email, and in-person support.
- User Management: Add, modify, and remove users from various SaaS applications, including Office 365, Admin Center, Adobe, EMR, and other business-critical systems.
- Remote Monitoring & Management (RMM): Utilize RMM tools to monitor system health, troubleshoot endpoints, and ensure uptime of critical systems.
- System Monitoring: Core network and other monitoring tools to track system availability and escalate outages.
- Hardware & Software Support: Install, configure, and maintain workstations, printers, and peripherals, ensuring optimal performance.
- Basic Inventory Management: Maintain and track IT assets, ensuring accurate records of hardware, software licenses, and user assignments.
- Printer & Peripheral Support: Troubleshoot and resolve issues related to printers, scanners, and other peripherals.
- SaaS & Application Support: Assist users with application access, permissions, and general troubleshooting across supported software platforms.
- Basic Network Troubleshooting: Diagnose connectivity issues, assist with VPN connections, and escalate more complex networking problems as needed.
- Documentation: Maintain detailed records of support requests, troubleshooting steps, and resolutions within the IT ticketing system.
- Collaboration & Communication: Work closely with Tier 2 and Tier 3 IT staff for escalations and projects, ensuring seamless IT support for the organization.

Qualifications

Qualifications & Skills:
- 1-2 years of experience in IT support or help desk roles preferred.
- Advanced knowledge of Microsoft Office 365, Admin Center, RMM tools, and monitoring solutions.
- Familiarity with SaaS applications such as EMR, CMR and CSaaS.
- Understanding of IT asset management and inventory tracking.
- Strong troubleshooting skills for Windows and macOS environments.
- Basic networking knowledge (IP addressing, Wi-Fi, VPN, DNS, DHCP).
- Experience supporting printers and other peripherals.
- Excellent verbal and written communication skills.
- Strong documentation skills and attention to detail.
- Ability to manage multiple tasks in a fast-paced environment.
- Customer service-oriented mindset with the ability to work with non-technical users.
Preferred

Qualifications:
- Certifications such as CompTIA A+, ITIL Foundations, or Microsoft 365 Fundamentals.
- Experience with Active Directory, group policies, and basic PowerShell scripting.
- Familiarity with ticketing systems for IT support tracking.

Work Environment:
- Onsite with occasional remote support as needed.
- May require lifting and moving computer equipment.
- Standard business hours with occasional after-hours support for critical issues.