At Palmetto Technology Group, the IT Support Services I - Help Desk role is pivotal in maintaining the technological backbone of our operations. This position involves providing frontline technical assistance to end-users, ensuring minimal downtime and optimal performance across our IT infrastructure. Your contributions will directly impact our ability to deliver innovative solutions to clients, fostering productivity and satisfaction throughout the organization. By swiftly addressing user concerns, you'll play a key role in upholding our reputation for reliable technology services in the dynamic Tampa area. In this role, you'll handle a variety of daily tasks including responding to help desk tickets via phone, email, and chat within established SLAs, typically aiming for first-contact resolution rates above 80%. You'll troubleshoot common hardware issues like printer malfunctions, network connectivity problems, and peripheral device setups, while also supporting software applications such as Microsoft Office Suite and proprietary PTG tools. Weekly, you'll escalate complex tickets to senior IT staff, document resolutions in our ticketing system like ServiceNow, and perform basic system maintenance such as password resets and user account provisioning. Monthly responsibilities include generating reports on ticket trends, participating in team meetings to review metrics like average resolution time, and collaborating with departments like finance and HR to deploy software updates. You'll also assist in user training sessions on best practices for IT usage and contribute to inventory management of IT assets, ensuring all activities align with company protocols for security and efficiency. Candidates must possess at least an Associate's degree in Information Technology, Computer Science, or a related field, supplemented by CompTIA A+ certification or equivalent. A minimum of 1-2 years of hands-on experience in a help desk or technical support environment is required, with proven ability to support Windows and macOS operating systems. Familiarity with Active Directory, remote desktop tools like TeamViewer, and basic networking concepts including TCP/IP and Wi-Fi troubleshooting is essential. Knowledge of common enterprise software such as Microsoft 365 and experience with mobile device management (MDM) solutions will set you apart. Strong attention to detail and the ability to obtain security clearances if needed are also valued. Success in this position demands proficiency in diagnostic tools and customer-facing software, alongside excellent problem-solving abilities. You'll need strong communication skills to explain technical concepts to non-technical users clearly and empathetically, fostering positive interactions. Time management and multitasking are crucial in a fast-paced help desk setting, as is adaptability to shifting priorities. Team collaboration is key, working seamlessly with IT peers and other departments, while a customer-service mindset ensures high satisfaction scores. Palmetto Technology Group is a leading provider of cutting-edge IT solutions in Tampa, FL, dedicated to empowering businesses through innovative technology services. Our mission is to drive client success via reliable support and forward-thinking strategies, guided by core values of integrity, excellence, and collaboration. We cultivate a supportive team environment with a flat structure that encourages open communication and knowledge sharing. What sets PTG apart is our commitment to work-life balance, modern office spaces, and a culture that celebrates diversity and professional growth. We offer competitive compensation, though salary details are not specified at this time, commensurate with experience. Our comprehensive benefits package includes health, dental, and vision insurance, a 401(k) retirement plan with company matching, and generous paid time off starting at 15 days annually. Additional perks encompass flexible hybrid work arrangements, professional development stipends for certifications, wellness programs, and team-building events. Employees may also qualify for performance bonuses and tuition reimbursement. Advancement opportunities abound at PTG, with clear paths to senior support roles, systems administration, or IT management. We invest in your growth through ongoing training, mentorship programs, and access to industry conferences. To apply, submit your resume and cover letter via our careers portal, highlighting your relevant experience. Join us today and elevate your IT career.