IT Support

• Configure and troubleshoot workstations, laptops, tablets, and monitors
• Monitor and maintain the TLC IT Ticket system
• Reach out to staff who have submitted trouble tickets
• Resolve tickets in a timely manner
• Close tickets after successful completion
• Work as a Helpdesk Technician supporting TLC Engineering Solutions employees

Information Technology Helpdesk Technician I

• Provide Tier 1 technical support to internal users via phone, email, and ticketing systems
• Troubleshoot hardware, software, account access, and connectivity issues
• Support user administration and account management within Active Directory
• Assist with Microsoft Exchange-related support requests
• Escalate complex issues when appropriate while ensuring excellent customer communication
• Document resolutions and maintain accurate support records

Helpdesk Agent

• Support a high-volume, phone-based government contact center with a large, nationwide caller base
• Handle a continuous queue of back-to-back inbound calls
• Manage calls, emails, and chat concurrently
• Navigate multiple software systems in real time, including CRM platforms such as Salesforce, Zendesk, or ServiceNow
• Follow verification protocols before sharing caller information
• Research customer inquiries and provide accurate information consistent with program policies and procedures
• Refer callers to the program’s public website when requests fall outside the scope of direct support
• Deliver professional, courteous, and empathetic customer service while maintaining composure during difficult interactions
• Maintain accurate, organized case documentation and clear written communication meeting quality standards
• Adapt to a changing operational environment and implement feedback swiftly and effectively

Customer Service Representative, Intermediate Help Desk Operator

• Provide exceptional customer service to store personnel through level 2 incident management
• Maintain brand service level agreements from a level 2 incident management perspective
• Act as an additional escalation point for level 1 analysts
• Troubleshoot POS registers, Apple hardware/software, traffic counters, OrPOS POS software, and POS peripherals
• Assist third-party technicians during hardware installations, deinstallations, Real Estate events, and ad hoc hardware-related projects
• Assist IT leadership with project planning, budgeting, resource allocation, strategy, and technology road mapping
• Provide direction and oversight for store technology project work to ensure adherence to budget and timeline
• Escalate project issues and risks as needed
• Track time in the time tracking tool
• Attend support meetings as needed
• Maintain incident tickets, emails, and knowledge documentation
• Work a 40-hour week plus after-hours on-call responsibilities

Analyst, Store Support – IT

• Provide hands-on desk-side support for staff
• Provide phone and remote technical support to users across 30+ office locations
• Monitor and manage incoming support tickets, including prioritization, follow-up, documentation, and resolution
• Troubleshoot and resolve common end-user issues involving Windows workstations, printers, Microsoft 365 applications, login issues, and basic connectivity problems
• Assist users with password resets, account access issues, and adherence to security procedures
• Install, configure, and troubleshoot printers, peripherals, and other standard office technology
• Use remote support tools to assist staff in a timely and professional manner
• Communicate clearly with users regarding issue status, next steps, and expected resolution timelines
• Escalate issues appropriately to higher-level IT staff when needed, with complete troubleshooting notes and supporting details
• Document incidents, actions taken, and resolutions thoroughly within the ticketing system
• Provide basic end-user guidance and training to promote good technology habits and reduce repeat issues
• Assist with basic workstation setup, user onboarding support, equipment deployment, and other IT operational tasks as assigned

IT Help Desk

• Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system
• Provide advanced technical support for hardware, software, and network connectivity issues involving desktops, laptops, printers, mobile devices, and peripherals
• Install and configure software and hardware, including physical components, operating systems, drivers, and applications
• Document support activities and resolutions in the helpdesk ticketing system
• Collaborate with senior IT staff to escalate unresolved issues
• Participate in ongoing training on healthcare IT systems and best practices
• Participate in on-call rotations and respond to critical incidents
• Guide other helpdesk technicians and provide technical guidance
• Document technical procedures, solutions, and user guides
• Demonstrate commitment to ILS’s mission and Standards of Excellence
• Perform other duties as assigned

IT Support jobs in Florida

Information Technology Helpdesk Technician I

Helpdesk Agent

Customer Service Representative, Intermediate Help Desk Operator

Analyst, Store Support – IT

IT Help Desk

Helpdesk Technician III