Help Desk Technician

Help Desk Technician JRM Construction Management, LLC - 4.6 Fort Lauderdale, FL Job Details 3 hours ago Qualifications Cloud identity and access management (IAM) Knowledge management Email customer support IT user and group management Phone communication Procedural guides IT asset management Standard Operating Procedures (SOPs) implementation Laptop (troubleshooting support) Peripheral setup Firmware Windows Incident Escalation Virtualization tools Driver's License Productivity software support Computer hardware Desktop (troubleshooting support) Office equipment installation Computer management Hardware configuration Azure AD Desktop applications Vendor communication Customer service knowledge base MFA IP networking Productivity software Phone triage Online help documentation Full Job Description Company Overview JRM is one of the top General Contracting and Construction Management Firms with over a decade of trusted experience. Headquartered in New York City with offices in New Jersey, California, and Florida, JRM delivers the highest quality services to clients that include City, State & Federal Agencies, Fortune 500 corporations, respected property owners & developers, major law firms, media & tech firms, leading luxury retailers, renowned hospitality groups, life sciences & healthcare organizations, and financial services firms. JRM knows that dedicated, accomplished employees are the heart of any successful enterprise. We are focused on maintaining a diverse, inclusive, and authentic workplace and are always looking to add passionate personnel to our teams across the US. Job Summary The Help Desk Technician I provides Tier 1 technical support to both onsite and remote employees. Responsibilities include first-line troubleshooting, device setup, account administration, and accurate ticket documentation. Issues beyond Tier 1 scope should be escalated to Tier 2 in accordance with established SOPs and SLAs. Responsibilities and Duties Serve as the first point of contact via phone, email, walk-up, or ticketing system; triage, resolve, and/or route incidents and requests. Install and configure end-user hardware and peripherals (desktops/laptops, monitors, printers, headsets, VoIP handsets) and apply approved firmware/driver updates. Support Windows 10/11, Microsoft 365 apps, and common line-of-business applications per the knowledge base. Perform account administration in Active Directory/Azure AD (password resets, unlocks, group membership updates) and basic Microsoft 365 tasks (mailbox, license assignment per standard operating procedure). Execute standardized onboarding/offboarding checklists (devices, accounts, MFA, mailbox/OneDrive access, distribution lists). Maintain meticulous ticket documentation (troubleshooting steps, resolution, user comms) and close tickets in compliance with SLAs and categorization standards. Manage and track end-user assets; assist with periodic inventories and device lifecycle processes. Coordinate vendor support when issues cannot be resolved in-house; provide clear case notes/logs. Travel to local offices/job sites as needed; support occasional off-hours maintenance windows with prior notice. Shadow Tier 2 on advanced issues, imaging/MDM tasks, and site cutovers. Contribute KB articles and improve runbooks based on resolved tickets. Qualifications and Skills 1-2 years in a Help Desk/Desktop Support role (or equivalent internship/certifications). Working knowledge of Windows 10/11, Microsoft 365 apps, and basic networking concepts (IP/DNS, Wi-Fi, VPN) sufficient to triage Tier 1 issues. Experience with Active Directory user administration and a modern ticketing system. Strong troubleshooting, communication, and time-management skills; ability to handle multiple tickets concurrently. Willingness to learn, follow SOPs, and escalate appropriately. Valid driver's license for occasional site travel preferred. Computer Systems Mid-level experience with Microsoft Office 365, Active Directory Administration, and Virtualization Technologies Proficient with Windows 10, Windows 7, and Microsoft Office suite Working Conditions On site support with some remote assistance. Occasional nights/weekends for planned work. Ability to lift/move up to ~25-35 lbs (monitors, small printers). #LI-OnSite All qualified applicants will receive consideration for employment at JRM without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law. The salary range listed in job postings reflects the Company's good-faith estimate at the time of posting. Actual compensation may vary based on factors such as position tier, geographic location, work experience, market conditions, education/training, and skills. For more information on how JRM Construction Management collects and uses your personal information, reference our Privacy Policy .