Engineering & Computer Simulations, Inc.

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IT Helpdesk

Min Experience

1 years

Location

Orlando, Florida, United States

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

ECS is seeking a front-line Tier 1 IT Help Desk Technician with a strong emphasis on customer service and technical triage. This position serves as the primary point of contact for internal employees experiencing technical issues and is based in our Orlando office.

RESPONSIBILITIES

  • Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system
  • Perform remote troubleshooting through diagnostic techniques and pertinent questioning
  • Determine the best resolution based on the issue and details provided by the employee
  • Guide employees through problem-solving steps in a clear and patient manner
  • Escalate unresolved issues to the next level of IT support personnel
  • Provide accurate information on IT products, services, and procedures
  • Log all events, issues, and resolutions accurately in the ticketing system
  • Follow up with employees to confirm resolution and update ticket status
  • Relay employee feedback and suggestions to the appropriate internal team
  • Identify and recommend improvements to IT support procedures

REQUIREMENTS

Education & Experience

  • 1+ year of front-line, Tier 1 IT help desk support experience
  • Associate’s degree in IT or currently enrolled in an IT-related degree program

Preferred Certifications

  • CompTIA A+, Network+, and/or Security+

Technical Skills

  • Microsoft 365 (Office 365) administration and end-user support
  • Microsoft Active Directory — user accounts, password resets, group policy basics
  • Microsoft Intune / Endpoint Manager — device enrollment and MDM support
  • Basic networking knowledge: DNS, DHCP, VPN, TCP/IP fundamentals
  • Familiarity with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar)
  • Remote desktop and support tools (e.g., TeamViewer, Bomgar, or equivalent)
  • Working knowledge of office automation, databases, and common productivity software
  • Familiarity with AWS and Linux environments (a plus)
  • Good understanding of computer systems, mobile devices, and peripheral hardware
  • Ability to diagnose and resolve basic to intermediate technical issues
  • Awareness of multi-factor authentication (MFA) and identity management processes

Soft Skills & Work Style

  • Customer-focused with a calm, professional demeanor under pressure
  • Comfortable in a fast-paced, agile work environment
  • Excellent interpersonal, written, and verbal communication skills
  • Strong organizational skills and attention to detail
  • Sound judgment and independent decision-making ability
  • Comfortable supporting both Windows and cloud-based environments

About the company

Develops modeling and simulation software for military training solutions.

Skills

Microsoft 365
Active Directory
Intune/Endpoint Manager
DNS
DHCP
VPN
TCP/IP
ServiceNow
Jira
Zendesk
TeamViewer
Bomgar
Office automation
AWS
Linux