Senior IT Helpdesk Agent

As our Senior IT Helpdesk Agent, you will be the first point of contact when something goes wrong. You will manage the ticket queue and the phones, resolve issues from start to finish, and support colleagues across all 15 locations, whether they are in the building or contacting you from elsewhere.

This is a senior role with a high degree of independence. You will handle the more difficult tickets yourself and escalate only what genuinely requires it. The position is based onsite in Longwood, working closely with the IT Manager.

Our environment: Windows Server on Microsoft Azure, Google Cloud VMs, Mosyle MDM (100+ iPads), Twilio, 3CX phones, and Atera RMM.

Responsibilities

• Manage the ticket queue in Atera: triage, troubleshoot, resolve, and document tickets from start to finish.
• Provide prompt, courteous support over the phone and remotely to colleagues at all 15 locations.
• Support and troubleshoot our fleet of 100+ iPads through Mosyle.
• Maintain our 3CX phones and Twilio messaging.
• Assist users with Windows computers and servers on Azure, Microsoft 365 accounts, printers, point-of-sale, and everyday networking issues.
• Configure and deploy new devices, onboard new hires, and offboard departing staff.
• Identify recurring problems and recommend lasting fixes. Good ideas are always welcome.
• Use AI tools to resolve issues more quickly and improve the quality of your work.
• Provide patient, professional service so that non-technical colleagues feel well supported., Background Screening: Scan Design is committed to providing a safe and secure environment for our team and our clients. All candidates who receive a conditional offer of employment will be required to undergo a comprehensive background check and drug screening in accordance with local, state, and federal laws.

• Several years of hands-on helpdesk or desktop support experience, at a level where you can work independently.
• Hands-on experience with most of the following: Windows, an MDM such as Mosyle or Intune, a phone system such as 3CX, an RMM such as Atera, and Microsoft 365 / Azure AD (Entra).
• Strong troubleshooting skills, excellent interpersonal skills, and a calm manner under
• pressure.
• A self-starter who is comfortable with ambiguity and limited supervision.
• Practical, hands-on experience using AI tools in your work.
• Availability to work onsite in Longwood, Monday to Friday, 8:00 a.m. to 5:00 p.m.

Pulled from the full job description 401(k) Health insurance Retirement plan 401(k) matching Paid time off Vision insurance Health savings account, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Scan Design of FL, LLC is dedicated to creating a vibrant work environment rooted in teamwork, pride, and passion. We take pride in our contemporary furniture offerings and foster a culture that encourages growth, learning, and excellence. Join us and become part of a dynamic team committed to delivering exceptional experiences both internally and to our valued customers.