Location: Venice, FL (Hybrid)
Job Type: Full-Time
Job Summary
We are seeking a proactive, customer-focused IT Help Desk Technician to provide technical support, end-user training, hardware troubleshooting, and database support. This role serves as a key resource for employees by resolving technical issues, delivering technology training, and helping users maximize productivity through effective use of company systems and Microsoft 365 applications.
The ideal candidate will possess strong technical troubleshooting abilities combined with excellent communication and presentation skills. In addition to supporting users with hardware, software, and network issues, this individual will conduct one-on-one coaching sessions, facilitate group training workshops, and present live webinars to employees on technology-related topics. This position is ideal for someone who enjoys helping others, is comfortable speaking in front of groups, and wants to grow their career in both IT support and user enablement.
Key Responsibilities
Technical Support
- Provide first-level technical support to end users through phone, email, remote assistance, and in-person interactions.
- Troubleshoot and resolve hardware, software, printer, network, and application-related issues.
- Assist with setup, deployment, configuration, and maintenance of desktops, laptops, mobile devices, and peripheral equipment.
- Manage user accounts, permissions, and access requests across various business systems.
- Document support requests, resolutions, and procedures within the ticketing system.
- Collaborate with other IT team members to diagnose and resolve complex technical issues.
Microsoft 365 & User Support
- Support users with Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.
- Assist users in learning new technologies and adopting software enhancements that improve business processes.
- Provide exceptional customer service while building positive relationships with employees at all levels of the organization.
Training & Education
- Deliver one-on-one technical coaching and support to employees on company software, business applications, and technology best practices.
- Conduct instructor-led training sessions for individuals, small groups, and large departments both virtually and in person.
- Plan, develop, and present live webinars using platforms such as Microsoft Teams and Zoom.
- Create engaging training materials, presentations, user guides, quick-reference documents, and instructional resources.
- Explain technical concepts to non-technical audiences in a clear, professional, and easy-to-understand manner.
- Facilitate new employee technology onboarding and provide ongoing user education.
- Organize technology workshops that help employees improve productivity and gain confidence using company systems.
- Assess user training needs and recommend solutions to improve knowledge, adoption, and efficiency.
- Promote cybersecurity awareness and educate employees on security best practices, phishing prevention, and safe computing habits.
Database & Reporting
- Generate reports, validate data, and assist with database management tasks.
- Support business users by creating and distributing requested reports and data extracts.
- Assist in maintaining data accuracy and troubleshooting basic database-related issues.
Hardware & System Maintenance
- Assemble, upgrade, and maintain computer systems and hardware components including motherboards, processors, memory, graphics cards, and storage devices.
- Maintain an accurate inventory of company hardware, software licenses, and technology assets.
- Implement hardware security measures including encryption, endpoint protection, and security updates.
- Perform routine system maintenance, software updates, firmware upgrades, and preventative maintenance activities.
Required Qualifications
- Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- Strong troubleshooting and problem-solving abilities.
- Excellent verbal and written communication skills.
- Strong customer service mindset with a passion for helping others succeed.
- Ability to work independently and collaboratively within a team environment.
- Familiarity with Windows 11 and Microsoft 365 applications.
- Ability to confidently speak in front of individuals, teams, and larger audiences.
- Comfortable presenting training sessions, workshops, and webinars both in person and virtually.
- Ability to simplify complex technical concepts for users with varying levels of technical knowledge.
- Strong organizational skills and attention to detail when creating training materials and documentation.
Preferred Qualifications
- Experience working in an IT help desk or technical support environment.
- Experience conducting employee training, webinars, workshops, or classroom instruction.
- Familiarity with Microsoft Teams, Zoom, Webex, or similar webinar platforms.
- Experience in creating technical documentation, knowledge base articles, and training resources.
- Certifications such as CompTIA A+, Network+, Data+, Microsoft Fundamentals, or equivalent.
- Knowledge of the Medicare industry.
Success Factors
The ideal candidate is a technology professional who enjoys both solving technical problems and educating others. They are comfortable presenting to groups, facilitating webinars, and building strong relationships with employees. Success in this role requires excellent communication skills, patience, professionalism, and a genuine desire to help users understand and effectively utilize technology to achieve business goals.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Education:
Experience:
- Attention to detail: 1 year (Required)
- Medicare: 1 year (Preferred)
- Help desk: 1 year (Required)
- Presentation skills: 1 year (Required)
- Public speaking: 1 year (Required)
- Windows: 1 year (Required)
- Office 365: 1 year (Required)
License/Certification:
- CompTIA Data + (Preferred)
- CompTIA Network+ (Preferred)
Work Location: In person
