IT Helpdesk

ECS is seeking a front-line Tier 1 IT Help Desk Technician with a strong emphasis on customer service and technical triage. This position serves as the primary point of contact for internal employees experiencing technical issues and is based in our Orlando office.

RESPONSIBILITIES

Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system
Perform remote troubleshooting through diagnostic techniques and pertinent questioning
Determine the best resolution based on the issue and details provided by the employee
Guide employees through problem-solving steps in a clear and patient manner
Escalate unresolved issues to the next level of IT support personnel
Provide accurate information on IT products, services, and procedures
Log all events, issues, and resolutions accurately in the ticketing system
Follow up with employees to confirm resolution and update ticket status
Relay employee feedback and suggestions to the appropriate internal team
Identify and recommend improvements to IT support procedures

REQUIREMENTS

Education & Experience

1+ year of front-line, Tier 1 IT help desk support experience
Associate’s degree in IT or currently enrolled in an IT-related degree program

Preferred Certifications

CompTIA A+, Network+, and/or Security+

Technical Skills

Microsoft 365 (Office 365) administration and end-user support
Microsoft Active Directory — user accounts, password resets, group policy basics
Microsoft Intune / Endpoint Manager — device enrollment and MDM support
Basic networking knowledge: DNS, DHCP, VPN, TCP/IP fundamentals
Familiarity with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar)
Remote desktop and support tools (e.g., TeamViewer, Bomgar, or equivalent)
Working knowledge of office automation, databases, and common productivity software
Familiarity with AWS and Linux environments (a plus)
Good understanding of computer systems, mobile devices, and peripheral hardware
Ability to diagnose and resolve basic to intermediate technical issues
Awareness of multi-factor authentication (MFA) and identity management processes

Soft Skills & Work Style