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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Helpdesk Agent - **Company:** SCAN, Inc. - **Location:** Longwood, FL, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Microsoft Azure, Network Troubleshooting, Windows Servers, Azure Active Directory, Twilio, Google Cloud, Microsoft InTune - **Published:** July 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=52040642367f90fb ## About the Role * 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. ## Description 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. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [20 billion requests a week: Upgrading Twilio's API gateway at scale](https://www.wearedevelopers.com/videos/100234-20-billion-requests-a-week-upgrading-twilio-s-api-gateway-at-scale) - [The Cloud is Calling: Answer with In-Demand Skills](https://www.wearedevelopers.com/videos/945-the-cloud-is-calling-answer-with-in-demand-skills) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Minimal infrastructure for Real‑Time Phone Agents: transcripts in, responses out](https://www.wearedevelopers.com/videos/1736-minimal-infrastructure-for-real-time-phone-agents-transcripts-in-responses-out) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Dev Digest 191: Malware interviews, EU ❤️ Open Source and Skilled Agents](https://www.wearedevelopers.com/magazine/645-dev-digest-191-malware-interviews-eu-open-source-and-skilled-agents) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Dev Digest 164: AI Agents, AI Blindspots and MCP security problems](https://www.wearedevelopers.com/magazine/578-dev-digest-164-ai-agents-ai-blindspots-and-mcp-security-problems) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)