Help Desk/Desktop Support Tech

We are looking for a Support Technician to provide Tier 2 support for client environments North East Florida to Gainesville & Daytona. This Long-term Contract position is ideal for someone who enjoys solving complex desktop, Microsoft, and network issues while maintaining a high level of service for end users. The role supports a managed services setting, requiring strong troubleshooting ability, clear communication, and the flexibility to balance multiple priorities across different organizations.

Responsibilities:

• Resolve escalated technical issues involving Windows 10 and Windows 11, Microsoft 365, Entra ID, and Active Directory, including user access, permissions, and policy-related concerns.
• Diagnose and address LAN and WAN connectivity problems by working with routing, switching, firewall, and VLAN configurations across client networks.
• Support virtual infrastructure by assisting with administration and troubleshooting in VMware and Hyper-V environments.
• Contribute to backup and recovery operations, including support for data protection tools such as Veeam when used in client environments.
• Serve as a higher-level resource for frontline support staff by guiding issue resolution, identifying root causes, and determining when senior engineering involvement is needed.
• Manage service requests and incidents within a ticketing platform, keeping records accurate, status updates timely, and resolutions well documented.
• Provide technical support across multiple customer environments, adjusting quickly to different systems, workflows, and operational needs.
• Create and update knowledge base materials, support procedures, and troubleshooting documentation to improve consistency and team efficiency.
• Participate in technical initiatives such as upgrades, migrations, and onboarding activities for new client environments.
• Communicate clearly with users and stakeholders to set expectations, provide progress updates, and deliver a thorough support experience.