Technology Support Specialist

Technology Support SpecialistHamlin & Burton | Altamonte Springs, FL | On site | Full timeMonday through Friday, 8:00 a.m. to 5:00 p.m.Reports to: Technology DirectorAbout the RoleThe first point of contact for technology and software product support. This role handles Tier 1 IT support and software user support, resolves routine issues from start to finish, including hardware and software, keeps support documentation current, and escalates specialized work to the appropriate team.What You'll Do

• Answer the support line and respond to help requests by phone, email and ticket
• Troubleshoot and fix laptop, desktop, monitor and peripheral issues
• Install, update and configure software
• Support printers, scanners, desk phones and conference room equipment
• Set up equipment and accounts for new employees and handle equipment returns
• Handle routine Microsoft 365 and Intune device support under established procedures
• Keep hardware and software inventory current
• Be the first response for in-house SaaS user questions about login and access, notifications, navigation and everyday how-to
• Document suspected defects and functionality questions and route them to the product and engineering teams
• Reset passwords, unlock accounts, manage MFA and handle basic access requests under established procedures
• Review user-reported phishing emails and email quarantine reports, and escalate as needed
• Own tickets in YouTrack from intake through resolution or escalation, with clear documentation
• Write and update knowledge-base articles and support documentation
• Flag recurring issues and suggest fixes that cut down on repeat tickets
• Escalate IT and security issues to senior technology staff and in-house SaaS product issues to the product team
• Help with other technology projects as assignedRequired
• At least 3 years of hands-on help desk or desktop support experience
• Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive)
• Experience with Active Directory, Entra ID or a similar system for account management
• Comfort with basic networking: Wi-Fi, VPN, network drives and printer connections
• Experience working in a ticketing system
• Clear communication and customer service skills
• Excellent problem-solving skills
• Discretion with confidential informationPreferred
• CompTIA A+ or a similar certification
• Experience with Microsoft Intune or another device management tool
• Experience supporting a legal, insurance or professional services office
• Familiarity with remote support toolsWhat We'll Train You On
• In-house SaaS and how our users work in it
• Our support procedures and knowledge-base standards
• Security awareness
• Microsoft 365 and Intune fundamentalsSchedule and Work Environment
• Full time, on site, Monday through Friday, 8:00 a.m. to 5:00 p.m. with an on-call rotation
• Office setting with occasional lifting of equipment up to 50 poundsCompensation
• Pay: $52,000 to $62,000 per year