Help Desk Specialist

We are seeking three Level 1 Service Desk Technicians, with one technician assigned to each of the following schedules:

1. Thursday through Sunday, 8:00 a.m. to 6:30 p.m. each day.
2. Saturday through Tuesday, 7:30 a.m. to 6:00 p.m. each day.
3. Friday through Monday, 10:00 p.m. to 8:30 a.m. the following morning, with shifts beginning on each of those evenings.

We would like to focus the search on candidates in the Tampa, Florida area. Although we do not currently have an office there, we are considering opening one. Candidates should understand from the outset that they will be required to work onsite once a Tampa office is established. However, there will also be opportunities to work from home.

Please ensure candidates are comfortable with both their assigned schedule and the future onsite requirement before moving forward with interviews.

Job Title: Help Desk Specialist

Position Summary:

The Help Desk Specialist provides advanced technical support within the Service Desk team.

Acting as a second-tier resource, this role involves handling intermediate-level issues escalated by

Level 1 Technicians, supporting a broader range of IT systems, and playing a critical role in ensuring

high service standards for our clients. The Help Desk Specialist also mentors junior technicians and

contributes to improving support documentation and processes.

Key Responsibilities:

• Provide technical support for intermediate-level hardware, software, and networking issues.

• Troubleshoot intermediate issues related to Windows, Microsoft 365, Active Directory, and

common line-of-business applications.

• Document troubleshooting steps, solutions, and known issues in the knowledge base.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related

field or equivalent work experience.

• Experience: Minimum of 3 years of experience in IT support or a related technical role.

• Skills:

o Proficient in supporting Microsoft 365, Windows OS, and Active Directory.

o Familiarity with RMM and PSA tools.

o Strong problem-solving skills and the ability to handle pressure in a fast-paced

environment.

o Ability to work independently and in a team-oriented environment.

o Excellent communication skills—both written and verbal—with a strong customer

service orientation.

referred Qualifications:

• IT certifications (e.g., CompTIA Network+ and A+, Microsoft, Jamf, and Google

Certifications).

• Experience with remote support tools and systems.

Key Performance Indicators for Role:

• First Call Resolution (FCR) Rate

o Percentage of issues resolved during the first interaction without escalation.

• Tickets Closed per Day

o Number of tickets successfully managed and closed daily.

• Weekly Utilization Rates

o Measure hours on tickets.