(FL) Sr. Support Desk Technician

We are seeking a dedicated and skilled Sr. Support Desk Technician to join our Managed Service Provider (MSP) team. The Sr. Support Desk Technician will play a critical role in providing onsite support to our clients, troubleshooting and resolving technical issues, and ensuring optimal performance of hardware and software. This position requires a strong technical aptitude, excellent communication skills, and the ability to work independently to resolve client needs efficiently., * Provide onsite/remote technical support for clients, including hardware repairs, software troubleshooting, and network installations.

• Perform preventative maintenance on client systems to ensure smooth operations and minimize downtime.
• Install and configure hardware, software, and networking equipment.
• Assist with the setup and troubleshooting of desktops, laptops, printers, servers, and other IT peripherals.
• Respond promptly to client service requests, ensuring timely resolution of issues in accordance with service level agreements (SLAs).
• Diagnose and resolve network and connectivity issues, including routers, switches, and firewalls.
• Maintain and update accurate records of service activities in the company’s ticketing system.
• Train clients on the proper use of systems, software, and devices as needed.
• Communicate with the MSP team to escalate issues, share knowledge, and ensure efficient service delivery.
• Provide on-call support, as needed, for emergency service or after-hours requests.
• Travel to various client sites within the assigned geographic area to perform services.
• Maintain professional and courteous client relationships, ensuring high levels of customer satisfaction.

• Strong technical knowledge of hardware, software, and networking concepts (e.g., routers, switches, firewalls, and VPNs).
• Ability to diagnose and resolve technical issues with minimal supervision.
• Solid understanding of Windows and macOS operating systems, Microsoft Office suite, and common business applications.
• Proficiency in remote troubleshooting tools, ticketing systems, and documentation best practices.
• Ability to install, configure, and troubleshoot desktop computers, laptops, and printers.
• Experience with system imaging, backup solutions, and disaster recovery methods.
• Strong customer service orientation with excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and excellent organizational skills.
• Ability to prioritize and manage time effectively, handling multiple service requests simultaneously., * 5+ years of experience in technical support role, within an MSP environment.
• A+ Certification or equivalent technical certifications required (e.g., CompTIA Network+, Microsoft Certified Professional).
• Strong working knowledge of networking protocols, including DNS, DHCP, TCP/IP, and VPNs.
• Experience with virtualization technologies (e.g., VMware, Hyper-V) is a plus.
• Ability to lift and carry up to 50 lbs of equipment.
• Reliable transportation and a valid driver’s license required.
• Flexibility to work outside of standard business hours when necessary.
• Excellent problem-solving skills and a proactive approach to resolving client issues., * IT support: 5 years (Required)
• Microsoft Windows Server: 3 years (Required)
• PowerShell and scripting: 3 years (Required)