Technical Support Engineer

Overview

This range is provided by Vaco by Highspring. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$27.00/hr - $28.00/hr

Direct message the job poster from Vaco by Highspring

Director, Talent Solutions/Technology - Jacksonville

Technical Support Technician (Onsite, Hours 8am-5pm)

We are seeking a motivated and customer-focused Desktop Support Technician (Level 1/2) to provide technical assistance, troubleshoot issues, and ensure smooth operation of end-user systems. This role will handle first-line support (Level
1) and escalate or resolve more complex technical problems (Level
2) related to desktops, laptops, applications, and peripherals.

• Serve as the first point of contact for incoming technical support requests via phone, email, chat, or ticketing system.
• Diagnose and resolve basic hardware and software issues (password resets, connectivity issues, printer support, application access, etc.).
• Log, track, and document incidents in the IT service management system.
• Escalate unresolved issues to Level 2 or higher-level support teams when necessary.
• Provide step-by-step technical assistance to non-technical users.
• Follow standard operating procedures (SOPs) and knowledge base documentation.

• Troubleshoot and resolve more complex technical issues related to desktops, laptops, mobile devices, and supported applications.
• Install, configure, and maintain operating systems, software, and hardware.
• Perform system imaging, upgrades, patching, and security updates.
• Support network connectivity issues (VPN, Wi-Fi, LAN).
• Collaborate with infrastructure, network, or application teams for escalated issues.
• Document solutions for recurring issues and contribute to the knowledge base.
• Provide on-site support as needed, including setup and deployment of new hardware.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
• 1-3 years of experience in a desktop support or help desk role.
• Strong knowledge of Windows and/or macOS environments.
• Familiarity with Active Directory, Microsoft 365, and common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems (e.g., Service Now, Jira, Zendesk).
• Strong problem-solving, communication, and customer service skills.
• CompTIA A+, Microsoft, or ITIL certifications preferred.

• Ability to prioritize and multitask in a fast-paced environment.
• Strong attention to detail and documentation practices.
• Customer-first mindset with patience and empathy.
• Willingness to learn and grow into higher-level IT roles.

• Entry level

• Full-time

• Information Technology

• Freight and Package Transportation

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