Help Desk/Desktop Technician

We are looking for a Support Technician to provide Tier 2 support for client environments North East Florida to Gainesville & Daytona. This Contract to permanent position is ideal for a technician who can handle escalated desktop, Microsoft, and network-related issues while delivering a strong support experience across multiple organizations. The role requires a hands-on approach to troubleshooting, clear communication with end users, and the ability to contribute to both daily support operations and technical improvement initiatives.

Responsibilities:

• Diagnose and resolve escalated technical issues involving Windows 10 and Windows 11 desktops, Microsoft 365 applications, Entra ID, and Active Directory services.
• Investigate network-related problems across client environments, including connectivity, routing, switching, VLAN behavior, VPN access, and LAN/WAN performance concerns.
• Support virtual infrastructure by assisting with administration and troubleshooting in VMware and Hyper-V environments.
• Help maintain backup and recovery operations, including support for Veeam-based data protection when used by clients.
• Serve as a higher-level resource for Tier 1 team members by guiding troubleshooting efforts and helping drive root-cause resolution.
• Manage incoming service requests through a ticketing platform such as ConnectWise, keeping records accurate, current, and well documented through closure.
• Work across multiple customer environments at the same time, adjusting quickly to different systems, priorities, and business needs.
• Create and update technical documentation, support procedures, and knowledge resources to improve consistency and team efficiency.
• Contribute to infrastructure initiatives such as upgrades, migrations, and onboarding activities for new client environments.
• Communicate status, findings, and next steps clearly to end users and internal teams to ensure timely and thorough support.