IT Help Desk Technician I (Endpoint Support) - Hybrid

Flamingo Appliance Service is seeking a dual-function IT Help Desk Technician 1 (Tier 1) / Device Depot Analyst to support both end-user IT operations and device lifecycle management.

• This entry-level role is designed for individuals pursuing a long-term IT career within a Microsoft 365-centric enterprise environment, offering hands-on experience across both:
• Help Desk Operations (Tier 1 Support)
• Device Depot / Asset & Endpoint Management

The role will follow a structured weekly schedule: 3 days onsite: Device depot operations and physical support 2 days remote: Tier 1 help desk ticket support (post-onboarding) Role will be required to go into the office as needed or on short notice. This will be an 8:00 AM - 4:30 PM schedule with rotating after-hours support (5:00 PM - 8:00 PM) for our West Coast office and rotating weekend support. Occasional travel is needed, less than 25%. During the first 60 days, the position will be fully onsite to ensure proper training, process adherence, and operational readiness., Device Depot & Onsite Support: Perform device provisioning, staging, and preparation for:

• New hires.
• Replacements.
• Break/fix scenarios.

Manage device inventory lifecycle, including:

• Intake, imaging/reset, and redeployment readiness.
• Asset tagging and tracking (audit-ready documentation).
• Coordinate device shipping, returns, and logistics for remote users.
• Diagnose basic hardware issues (laptops, mobile devices, peripherals).
• Assist with walk-up support requests when onsite.
• Maintain depot organization, standards, and documentation accuracy.

Help Desk & End User Support:

• Serve as the first point of contact for IT support requests via Freshservice.
• Troubleshoot and resolve Tier 1 issues involving:
• Microsoft Outlook, Teams, SharePoint
• Microsoft 365 licensing visibility and access issues
• Remote access (RDP, VPN such as Cisco AnyConnect)
• Windows 11 endpoints
• iOS and Android mobile devices
• Line-of-business software
• Provide remote guidance and user support in a professional, customer-focused manner.

Help Desk support will also be expected during on-site days. Identity & Access Support: Perform Tier 1 support tasks in Microsoft Entra ID, including:

• Reviewing user account status and sign-in logs
• Identifying authentication/MFA-related issues Understanding group-based access structures (escalate when required)

Endpoint & Device Management Awareness Demonstrate foundational understanding of Microsoft Intune, including:

• Device enrollment status and compliance checks
• Assess device health and configuration

Differentiating between:

• Device-related issues
• User/account-related issues
• Policy/configuration issues

Onboarding & Offboarding Support Assist with onboarding preparation, including: Account readiness validation Device provisioning coordination Support offboarding processes, including: Device recovery coordination (ship/drop-off tracking) Execution of communication tasks when directed Ensure all activities align with audit and security requirements. Documentation & Escalation:

• Maintain accurate, ticket-ready documentation in Freshservice.
• Follow established standard operating procedures and standard work instructions with precision.
• Escalate issues outside Tier 1 scope with:

Clear troubleshooting notes detailing:

• Attempted resolution steps.
• Diagnostic information collected. Defined impact and urgency.

NOTE: These are key responsibilities however this role will also be involved with continuous improvement efforts alongside our Enterprise Center for Excellence team and will be expected to perform other duties as required.

Do you have experience in iOS?, Do you have a High school diploma or GED?, High school diploma or GED (associate degree or IT coursework preferred) Working knowledge of:

• Microsoft 365 (Outlook, Teams, SharePoint).
• Windows 11 in a business environment.
• Remote support tools and remote desktop access.
• iOS and Android mobile devices.

Foundational understanding of:

• Microsoft Entra ID concepts (users, authentication).
• Cloud fundamentals (SaaS, identity).
• Endpoint/device lifecycle basics.
• Strong problem-solving, organization, and communication skills (written and verbal).
• Ability to follow documented processes precisely (audit-safe execution).
• Professional handling of confidential employee and company information. Ability to work onsite in Miami as required.

3.43.4 out of 5 stars 12008 SW 132nd Court, Miami, FL 33186 Hybrid work $55,000 - $65,000 a year - Full-time, Pulled from the full job description

• 401(k) 4% Match
• 401(k) matching
• Vision insurance
• Dental insurance
• Disability insurance, * Salary: $55,000 - $65,000 annually (based on experience).
• Health, dental, and vision insurance.
• 401(k) with up to 4% employer match.
• Employer paid term-life, short-term and long-term disability.
• Hybrid work model (post-onboarding).
• Company-issued laptop and equipment.
• Structured growth path into:
• Tier 2 Support.
• Tier 3 / Systems roles. Collaborative, growth-focused IT team environment.

Flamingo Appliance Service is a family-owned company serving customers from Florida to California. Since 2007, we've grown from a single technician to over 200 team members, becoming the largest independent appliance service provider in the United States. We are an equal-opportunity employer and welcome applicants from all backgrounds. We prioritize: * Internal career development. * Skill-based promotion (not tenure). Building long-term careers in IT and operations. If you are motivated to grow, eager to learn, and ready to contribute to a high-performing team, we would like to hear from you. Apply today and become part of a company that values development, accountability, and long-term career progression. Interested? Please follow the link below to take a pre-employment assessment test (45 minutes) and let us know! This is a general skills and aptitude test - no biggie, promise. https://www.ondemandassessment.com/o/JB-BOP4KSA13/landing?u=1061692 About Flamingo Appliance Service: We are a family-owned company, serving Customers from Florida to California. Having grown from one tech to over 150 since 2007, we have quickly become an industry leader. We are THE largest independent appliance service company in the country. With this growth has come the opportunity - the need - to develop our own talent. Our leadership has developed from within. Come join us… help us Change the Industry!