FusionTek

www.fusiontek.com

1 Job

69 Employees

About the Company

Ever-Connected, Always Secure We safeguard your business with managed and co-managed IT and security solutions that keep you connected, protected, and running smoothly.

Listed Jobs

Company Name: FusionTek
Job Title: Remote Helpdesk Technician - Tampa, FL ONLY
Job Description: **Job Title** Remote Help Desk Technician **Role Summary** Deliver remote desktop and laptop support to end users, troubleshooting Windows 10/11 and macOS systems, resolving Office365 issues, and managing user accounts in Active Directory. Handle break/fix tasks, install/configure applications, and enforce security measures such as malware remediation and MFA enrollment. **Expectations** - Respond to and resolve tickets during 08:30–17:00 EST. - Maintain accurate, up‑to‑date documentation in the ticketing system and knowledge base. - Meet or exceed service level agreements (SLAs) for first‑contact resolution and ticket closure. - Work independently in a remote environment while collaborating with the support team. **Key Responsibilities** - Provide remote technical assistance via remote desktop tools. - Troubleshoot operating systems (Windows 10/11, macOS) and Microsoft 365 applications. - Manage user accounts and permissions in Active Directory. - Investigate and remediate malware alerts, and enroll users in MFA. - Install, configure, and upgrade software applications. - Document all support activities and update knowledge base articles. - Escalate complex issues to senior staff or other departments as needed. - Occasionally travel to facility to collect shipments or equipment (maximum weight 50 lbs). **Required Skills** - Minimum 2 years of professional IT support experience. - Proficient with Windows 10/11, macOS, Office 365 suite, and Active Directory. - Strong verbal and written communication; ability to translate technical concepts to non‑technical users. - Excellent time‑management and prioritization skills. - Proficiency with ticketing systems; familiarity with Autotask is a significant advantage. - Reliable high‑speed internet connection and a quiet, dedicated workspace. - Physical ability to lift and carry equipment up to 50 lbs. **Required Education & Certifications** - A+ and/or Network+ certifications preferred (not mandatory). - Experience in an MSP/MSSP environment is a plus. - Knowledge of cloud services (Azure, AWS) and Office 365 cloud services is advantageous.