IT Help Desk Specialist

General Statement/Purpose of Job:

The IT Help Desk Specialist is responsible for providing day-to-day technical support to ILLUMUS employees, including troubleshooting hardware, software, system access, and connectivity issues. The position also supports Microsoft 365 and Microsoft Entra ID administration, employee onboarding and offboarding, user access, device provisioning, equipment lifecycle management, and other routine IT support activities.

This position serves as a primary point of contact for employee technology support and works with employees, management, vendors, and other technology resources to maintain reliable and secure access to Company systems.

Essential Duties and Responsibilities:

Help Desk Support

• Serve as a primary point of contact for employee technology support requests, including help desk tickets, emails, remote support, and in-person requests.
• Troubleshoot hardware, software, operating system, network connectivity, authentication, and user-access issues.
• Support laptops, desktops, mobile devices, printers, label printers, tablets, and video-conferencing equipment.
• Prepare, image, configure, deploy, maintain, troubleshoot, repair, and recover laptops and other end-user devices.
• Install required software, security tools, updates, and approved user configurations.
• Maintain accurate inventory and assignment records for computers, mobile devices, peripherals, accessories, and temporary or loaner equipment.
• Coordinate equipment repairs, replacements, warranties, and vendor support when appropriate.
• Coordinate the recovery of Company technology and equipment from departing employees.
• Document technical procedures, common troubleshooting solutions, and user-support activities.
• Identify recurring technical issues and assist with technology deployments, upgrades, security initiatives, and other assigned IT projects.
• Escalate complex technical, security, infrastructure, or application issues to the appropriate internal or external resource.
• Protect confidential, proprietary, employee, customer, and Company information accessed in the performance of job responsibilities.

Microsoft 365 and User Access Support:

• Create, modify, and disable user accounts in Microsoft 365, Microsoft Entra ID, Active Directory, and other assigned systems.
• Assign and maintain Microsoft 365 licenses, security groups, distribution lists, shared mailboxes, and approved application access.
• Support employee onboarding, transfers, role changes, and offboarding from a system-access perspective.
• Troubleshoot login, password, multifactor authentication, and account-access issues.
• Provide user support for Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications.
• Join and configure devices within Microsoft Entra ID and enroll devices in Microsoft Intune or other Company-approved endpoint-management platforms.
• Process authorized access requests and maintains user permissions in accordance with Company security policies and established approval procedures.
• Assist with routine Microsoft 365 administrative activities and escalate advanced administrative, infrastructure, or security matters when appropriate.

Knowledge, Skills, and Abilities:

• Hands-on experience providing IT help desk, desktop, or end-user technical support.
• Experience supporting Microsoft 365, Microsoft Entra ID, Active Directory, and Windows-based devices.
• Working knowledge of Microsoft Intune or a similar endpoint-management platform.
• Ability to troubleshoot hardware, software, network connectivity, authentication, and user-access issues.
• Familiarity with help desk ticketing systems and remote-support tools.
• Strong organizational, documentation, research, and problem-solving skills with the ability to manage multiple priorities and provide timely follow-up.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
• Ability to maintain confidentiality and appropriately handle sensitive Company and employee information.

Education and Experience:

• 1–3 years of relevant IT help desk, desktop support, or end-user technical support experience, or an equivalent combination of education, training, and experience.
• High school diploma or equivalent required.
• Associate degree, technical diploma, or certification in Information Technology, Computer Science, or a related field preferred.
• Familiarity with IT security and access-control practices.

Physical and Work Requirements

The physical and work requirements described below are representative of those necessary to perform the essential functions of this position, with or without reasonable accommodation.

• Ability to work onsite at the Company's Sanford, Florida facility during the established work schedule.
• Ability to operate a computer and other standard office and IT equipment for extended periods.
• Ability to move throughout office and operational areas to provide onsite technical support.
• Ability to position, connect, disconnect, install, and troubleshoot computers, monitors, printers, cables, and other end-user technology equipment.
• Ability to occasionally lift, carry, move, or position IT equipment consistent with the requirements of the position.
• Ability to communicate effectively with employees and other users through in-person, telephone, electronic, and virtual communication methods.

Reasonable accommodations may be provided for qualified individuals with disabilities to enable them to perform the essential functions of the position, in accordance with applicable law.

Work Environment

This position is primarily performed in an office and manufacturing environment and may require work in different areas of the facility to install equipment or provide technical support. The employee may occasionally be exposed to conditions normally associated with a manufacturing environment and is expected to comply with all applicable Company safety requirements.

Additional Information

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and responsibilities may be modified or assigned based on business needs.

ILLUMUS is an Equal Opportunity Employer. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law. Qualified individuals with disabilities may request reasonable accommodation in accordance with applicable law.