Helpdesk

Insight Global

Coral Springs, FL, United States

2 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Starter

Experience required

1 year minimum

Working hours

Regular working hours

Job source

juju.com

Tech stack

Microsoft Windows Active Directory Apple Mac Systems Software Applications Desktop Computing Virtual Private Networks (VPN) Microsoft Office Networking Basics Network Connections Remote Access Technology Azure Active Directory Network Routers

+3 more

Information Technology Fortinet User Administration

Job description

We are seeking a motivated and customer-focused Level 1 Helpdesk Technician to join our Managed Service Provider (MSP) team. The ideal candidate will provide exceptional technical support to our clients, resolving issues related to desktop systems, networking, and software applications. This role requires strong exceptional service skills, foundational knowledge of IT systems, and hands-on experience with key tools and technologies, including Microsoft Active Directory (AD), Azure Active Directory (AAD), Fortinet networking, and ConnectWise ticket management., * Provide first-line technical support to clients via phone, email, or remote access, addressing issues related to hardware, software, and network connectivity.

Troubleshoot and resolve desktop support issues, including operating system errors, application issues, and peripheral device problems.
Assist with user account management, password resets, and permissions in Microsoft Active Directory (AD) and Azure Active Directory (AAD).
Log, track, and manage support tickets using ConnectWise, ensuring timely resolution and accurate documentation.
Escalate complex issues to Level 2 technicians or other specialized teams while maintaining clear communication with clients.
Perform basic network troubleshooting, including connectivity issues, VPN access, and basic router/switch configurations.
Provide excellent customer service, ensuring client inquiries are handled professionally and promptly.
Assist with onboarding new users, including setting up workstations, email accounts, and software installations.
Maintain up-to-date knowledge of IT best practices, company processes, and client systems.
Contribute to team documentation, including knowledge base articles and standard operating procedures.

Requirements

1-2 years in helpdesk or technical support, ideally with an MSP
Proficient in Active Directory (AD) and Azure AD
Skilled in Windows/macOS, Microsoft Office, and networking basics
Experience with ConnectWise or similar tools
Flexible schedule; occasional after-hours support
High school diploma required; associate’s or bachelor’s in IT or related field preferred Certifications like CompTIA A+, Network+, or Microsoft 365