User Support Analyst; Lakeland, FL

Full-Time Position (Day Shift)

Hours:

Mon-Fri Position (No Weekends)

• Day One Benefits (including Health, Dental, Vision)
• Paid Retirement (Employee Stock Ownership Plan) & 401K Retirement Option
• Employer Paid Short Term (13 weeks) and Long-Term Disability
• Paid Time Off (2 weeks), Sick Time (5 days) & Paid Holidays (10)
• Paid Life Insurance Policy up to $50,000
• True Identity Protection (Norton Life Lock) - Employee Sponsored
• Best Places to Work Award (Employer of Distinction)

• Technical Support – Provides support to employees and customers for hardware, software and cloud services.
• Help Desk – Maintains the Help Desk system and Knowledge Base. Tracks open tickets to ensure timely resolution, including the ability to judge priority and impact.
• Cloud Support – Performs routine work in the Azure portal and Microsoft Entra s user and group administration, license assignment, MFA resets and basic resource checks using documented procedures.
• Database Support – Writes and adjusts SQL queries against Microsoft SQL Server to research data issues and pull reports.
• Determines user requirements, diagnoses problems, identifies the cause of software failures and takes required action.
• Installs and deploys software on individual and networked systems, including work in endpoint management tooling such as Microsoft Intune.
• Documentation – Writes and maintains knowledge base articles and runbooks for recurring issues.
• Other Duties – Performs other related duties as assigned by the Tech Support Supervisor. Maintains professional development by building technical knowledge through tutorials, classes and other training.

• Associates degree in a related field or equivalent certifications and experience.
• Microsoft certifications such as AZ-900, MS-900 or equivalent are a big plus.

• 3-5 years of help desk, desktop support or IT support experience required.
• Experience supporting Microsoft 365 in a business environment required.
• Hands on experience administering resources in Azure or a comparable cloud platform preferred.
• Experience writing SQL queries against Microsoft SQL Server preferred.

• Excellent troubleshooting and problem solving skills.
• General office and phone skills, including the ability to tolerate frequent interruptions and solid time management.
• Good interpersonal skills including strong written and verbal communication.
• Working knowledge of Windows 10 and Windows 11. Exposure to Windows Server is a plus.
• Comfortable in the Azure portal. Able to locate resources, read logs, restart services and follow a runbook independently.
• Working knowledge of Microsoft Entra , including users, groups, licenses, MFA and a general awareness of Conditional Access.
• Able to write and modify SELECT queries in SQL Server Management Studio. Understands joins and filtering.
• Solid networking fundamentals, including DNS, DHCP, VPN and TCP/IP basics.
• Proficiency in the Microsoft Office Suite.
• Familiar with modern browsers (Edge, Chrome, etc.), PC and peripheral hardware and mobile devices (Android & Apple).
• A real drive to keep learning. Willing to pursue certifications and take on stretch assignments.

• Communicating with internal and external customers – must be able to talk, hear, see, and comprehend
• Mobility of arms – Must be able to reach, and use arms to manipulate small objects.
• Mobility of legs– Must be able to sit and/or stand for extended periods of time, reach, bend, and lift up to 30 pounds.

• Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform…