Help Desk Technician

• Handle complex support requests escalated from frontline help desk staff and drive issues to timely resolution.

• Diagnose and resolve technical problems involving desktops, servers, business applications, network components, and cloud services.

• Review incoming service requests, prioritize urgent matters, and route critical issues to the appropriate technical resources.

• Maintain accurate ticket updates, document work performed, record time entries, and ensure cases are properly closed.

• Communicate with users throughout the support process, provide status updates, and proactively address ongoing service concerns.

• Contribute to operational and technical projects that support client environments and service delivery improvements.

• Recommend practical enhancements to systems, support processes, and client technology environments based on recurring issues and observed risks.

• Provide onsite support when required and participate in the rotating on-call schedule to assist with after-hours needs.
• Hands-on experience supporting Active Directory, service desk operations, ITSM platforms, ticket queues, and deskside support activities.

We are looking for a skilled Help Desk Technician to join a growing IT support team in Florida. This contract opportunity with permanent potential is ideal for someone who brings strong technical troubleshooting experience, a customer-focused approach, and the ability to guide escalated support issues through resolution. In this role, you will provide advanced assistance across end-user systems, infrastructure, and cloud-based tools while helping maintain high service standards for clients., * Strong technical knowledge of workstation hardware, server environments, networking fundamentals, and cloud-based applications.

• Ability to troubleshoot advanced IT issues independently while managing multiple priorities in a fast-paced support setting.
• Clear written and verbal communication skills in English with a detail-focused, customer-oriented approach.
• Strong documentation habits and close attention to detail when updating tickets and recording technical findings.
• Ability to stay organized, follow established procedures, and collaborate effectively with both clients and internal team members.
• Self-directed work style with the judgment to escalate issues appropriately and maintain service continuity.