Help Desk Technician in Gainesville, FL

IT Help Desk Technician – On-site Role

The Collier Companies is seeking an IT Help Desk Technician to join our team. This on‑site role reports from one of our Home Offices in Gainesville. You will provide advanced technical support to internal users and/or customers by diagnosing, troubleshooting, and resolving complex hardware, software, identity/access, and network connectivity issues. The technician owns incidents through to resolution, performs root‑cause investigations, documents findings, and coordinates with infrastructure, security, and application teams when escalation is required.

• Troubleshoot and resolve escalated (Tier
  2) issues across software, hardware, and network connectivity, using advanced diagnostic techniques and structured problem‑solving.
• Administer and troubleshoot identity and access issues such as Microsoft Entra /groups, password resets/lockouts, role assignments, and Conditional Access impact; coordinate with IAM as needed.
• Support endpoint lifecycle activities including imaging, deployment, patching, and software distribution; manage and troubleshoot device policies via Microsoft Intune and remediate configuration drift.
• Provide intermediate support for collaboration and productivity platforms (e.g., Microsoft 365 apps, Teams, Outlook) and license triage; elevate tenant‑level changes appropriately.
• Triage and manage ticket queues to meet SLAs; document troubleshooting steps, resolution notes, and knowledge articles; identify recurring issues and recommend corrective actions.
• Use Zendesk to intake, categorize, prioritize, and route requests; communicate effectively via public replies versus internal notes; apply macros and maintain knowledge‑base articles to improve consistency and speed of resolution.
• Perform any other related duties as assigned by senior IT leadership.

• Strong customer service and professional communication (verbal and written).
• Advanced troubleshooting and documentation (tickets, notes, logs).
• Ability to prioritize and manage multiple requests while meeting SLAs.
• Zendesk ticketing experience for intake, prioritization, categorization, SLAs, and macros.
• Proficient supporting Windows and macOS environments, including common productivity tools.
• Intermediate networking concepts (TCP/IP, DNS, DHCP, VPN, Wi‑Fi) and endpoint security awareness (MFA, EDR basics).
• Microsoft Intune administration (device enrollment, configuration profiles, compliance policies, app deployment).
• Windows Autopilot experience (deployment profiles, Enrollment Status Page).
• Root‑cause analysis, trend identification, and preventive action recommendation.
• Follow ITIL‑aligned incident, problem, and change processes.

• 3+ years of end‑user support, including at least 1 year in a Tier 2/Technician II role.
• Windows 10/11, macOS, and Microsoft 365 (Office apps, Outlook, Teams) troubleshooting.
• Microsoft Entra  – users, groups, role assignments; basic Conditional Access troubleshooting.
• Microsoft Intune experience – device enrollment, configuration profiles, compliance policies, policy deployment troubleshooting.
• Strong understanding of PC/Mac hardware, peripherals, printer troubleshooting, and mobile devices (iOS/Android).
• Client connectivity and network troubleshooting (Ethernet/Wi‑Fi, TCP/IP, DNS/DHCP, VPN) with basic packet analysis.
• Certifications preferred:
  CompTIA A+/Network+, Microsoft role‑based certifications (e.g., Microsoft 365 fundamentals).

• 401k match: 100% of your contribution up to 10% of your gross income.
• Up to 24 days off during your first year with an annual increase.
• Stylish TCC logo attire.
• Comprehensive medical, dental & vision insurance.
• Group & supplemental life insurance policy options.
• Healthcare reimbursement account & legal services insurance.
• Career growth and industry education opportunities.

Background checks are an employment requirement.

We are an Equal Opportunity Employer.