IT Helpdesk at Engineering & Computer Simulations Inc

Orlando, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Jul, 26

Salary

0.0

Posted On

16 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Triage, Customer Service, Remote Troubleshooting, Ticketing Systems, Microsoft 365, Active Directory, Microsoft Intune, DNS, DHCP, VPN, TCP/IP, Identity Management, MFA, Hardware Support, Mobile Device Support

Industry

Software Development

Description

ECS is seeking a front-line Tier 1 IT Help Desk Technician with a strong emphasis on customer service and technical triage. This position serves as the primary point of contact for internal employees experiencing technical issues and is based in our Orlando office. RESPONSIBILITIES * Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system * Perform remote troubleshooting through diagnostic techniques and pertinent questioning * Determine the best resolution based on the issue and details provided by the employee * Guide employees through problem-solving steps in a clear and patient manner * Escalate unresolved issues to the next level of IT support personnel * Provide accurate information on IT products, services, and procedures * Log all events, issues, and resolutions accurately in the ticketing system * Follow up with employees to confirm resolution and update ticket status * Relay employee feedback and suggestions to the appropriate internal team * Identify and recommend improvements to IT support procedures REQUIREMENTS Education & Experience * 1+ year of front-line, Tier 1 IT help desk support experience * Associate’s degree in IT or currently enrolled in an IT-related degree program Preferred Certifications * CompTIA A+, Network+, and/or Security+ Technical Skills * Microsoft 365 (Office 365) administration and end-user support * Microsoft Active Directory — user accounts, password resets, group policy basics * Microsoft Intune / Endpoint Manager — device enrollment and MDM support * Basic networking knowledge: DNS, DHCP, VPN, TCP/IP fundamentals * Familiarity with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar) * Remote desktop and support tools (e.g., TeamViewer, Bomgar, or equivalent) * Working knowledge of office automation, databases, and common productivity software * Familiarity with AWS and Linux environments (a plus) * Good understanding of computer systems, mobile devices, and peripheral hardware * Ability to diagnose and resolve basic to intermediate technical issues * Awareness of multi-factor authentication (MFA) and identity management processes Soft Skills & Work Style * Customer-focused with a calm, professional demeanor under pressure * Comfortable in a fast-paced, agile work environment * Excellent interpersonal, written, and verbal communication skills * Strong organizational skills and attention to detail * Sound judgment and independent decision-making ability * Comfortable supporting both Windows and cloud-based environments

Responsibilities

The technician will serve as the primary point of contact for internal employees, providing technical assistance via phone, email, or ticketing systems. They are responsible for performing remote troubleshooting, logging events, and escalating unresolved issues to higher-level support.