IT Support Technician

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IT Full Time Clerical Miami Lake, FL, US

Salary Range: $30.00 To $40.00 Hourly

Reports to

IT Service Delivery Manager

Open positions

One — Southeast

Work arrangement

Southeast:
Remote

Hours

Southeast:
East Coast business hours (Eastern Time)

Travel

Within the region, estimated at 20–30%

Employment type

Full-time, with rare weekend maintenance

Experience

4+ years

We are hiring an experienced IT Support Technician to be the hands‑on, go‑to technology resource for engineers, surveyors and staff in their region. This is not a ticket‑routing role: you will own issues from first contact through second‑level resolution and support the engineering and design applications our people rely on, helping users remotely by phone, chat and remote‑access tools, and in person when needed.

You will work a set weekday shift on a staggered team schedule that extends support into the early morning and evening across time zones. During those hours you may be the only technician on shift, backed by escalation support, the IT Service Delivery Manager, and our infrastructure and applications teams.

• Be the go‑to IT contact for the offices in your region.
• Own escalations end to end, coordinating with infrastructure, applications and vendors until the issue is closed.
• Spot recurring problems and flag them for root‑cause fixes rather than repeatedly working around them.

• Handle requests by phone, chat, email, the self‑service portal and in person; resolve on first contact wherever possible.
• Provide remote support with remote‑access tools for users at home, in the field and in offices without on‑site IT.
• Troubleshoot Windows laptops and desktops, Microsoft 365 and Teams, identity and MFA, printers and plotters, peripherals and mobile devices.
• Troubleshoot connectivity, including Wi‑Fi, VPN and local network issues, and escalating to infrastructure or vendors when needed.
• Process access requests, password and MFA resets, distribution list and license changes.
• Log every request in the ticketing system, keep users updated on the status of their requests, and keep the asset inventory accurate.

• Support CAD, BIM and GIS applications at the desktop (Autodesk, Bentley, Esri), including license clients and large‑format printing.
• Support survey and field hardware, data offload workflows and drone (UAS) data handling.

• Image, configure, deploy, refresh and securely retire laptops, desktops, mobile devices and peripherals.
• Run onboarding and offboarding: accounts, permissions, devices and system access.
• Set up and troubleshoot conference room and audio/visual equipment.

• Write and maintain knowledge base articles and technical procedures.
• Show users how to get the most from their equipment and software, explaining technical issues in plain language.
• Support company‑wide rollouts such as migrations, security controls and application changes, plus integration of acquired offices.
• Take part in rare weekend hours maintenance when needed.

• 4+ years of hands‑on desktop, end‑user or help desk support, including on‑site and remote support of multiple office locations.
• Strong, methodical troubleshooting and problem‑solving: gathering the facts, diagnosing the cause and fixing it.
• Proven ability to work independently, without a colleague at the next desk, and to manage time and multiple requests to meet promised time frames.
• Excellent customer service: patient, a good listener, and calm with…