On-Site Help Desk Technician

Hi, We have this urgent opportunity with one of our clients. Please let me know if you are interested. Position

• On-Site Help Desk Technician

Location:

West Palm Beach, FL 33406 | Contract Primary Responsibilities

• Walk-up and remote ticket intake from PBCHA users (phone, email, ticketing portal, in-person at HQ)
• Tier 1 support: password resets, account lockouts, basic Windows 10/11 troubleshooting, Microsoft Office and Office 365 issues, printer and connectivity issues, mobile device email setup, basic application support
• Tier 2 support: deeper Windows desktop diagnostics, M365 service investigation, network connectivity troubleshooting (in coordination with the on-site engineer), application troubleshooting where supported
• Hardware support for endpoints at HQ
• peripheral swaps, cabling, basic break-fix
• Ticket documentation, classification, and SLA-aligned prioritization
• Escalation to the On-Site Systems Engineer for issues requiring infrastructure or server-level intervention
• Escalation to the cybersecurity subcontractor when tickets show indicators of compromise (per documented playbooks)
• Escalation to the Yardi/PHA subcontractor for Yardi application issues beyond infrastructure scope
• Knowledge base contribution: documenting recurring issues and resolutions
• Support of CCST''s contractual 8 hours/month staff training delivery for the clients users (in coordination with the On-Site Systems Engineer)
• Customer service quality: PBCHA users are public-sector employees and must be supported with patience and professionalism Required Qualifications
• 3+ years of help desk, end-user support, or service desk experience (this is a senior-level on-site help desk role, not an entry-level position)
• Proficiency troubleshooting Windows 10 and Windows 11 desktop environments
• Microsoft Office and Microsoft 365 end-user support proficiency
• Ticketing system experience (any major platform: ConnectWise, Autotask, ServiceNow, Freshdesk, Zendesk, etc.)
• Active Directory user/account familiarity (password resets, group membership, account unlock)
• Basic networking troubleshooting: ability to diagnose connectivity issues, distinguish local vs. network problems, escalate appropriately
• Hands-on hardware comfort
• peripheral troubleshooting, cabling, basic component replacement
• Phone, email, and in-person support communication proficiency
• Demonstrated customer service competence
• High school diploma or equivalent required; associate''s degree or technical certification preferred Required Certifications (one or more)
• CompTIA A+ (or equivalent demonstrated proficiency)
• CompTIA Network+ (preferred)
• Microsoft 365

Certified:

Fundamentals or Modern Desktop Administrator Associate

• ITIL Foundation (preferred) Preferred Qualifications
• CompTIA Security+ (security-aware help desk staff are highly valuable in a HUD-funded environment)
• Public sector, government, healthcare, or similar regulated-environment support experience
• Spanish-language proficiency (the clients serves a diverse population; bilingual staff is helpful, not required)
• Experience supporting Yardi or comparable property management / housing-authority applications (familiarity only)
• Mobile device management experience (Intune, JAMF, or similar)
• Prior experience as the sole or primary on-site IT support resource at a client site