Service Desk Technician (L1) - Hybrid (Tampa, FL)

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We’re a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We’re also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If this opportunity excites you, we invite you to continue reading! We are looking for a Remote Help Desk Technician who is a results-oriented professional dedicated to client satisfaction and skilled in resolving technical issues.

As a Service Desk Technician, you will leverage your expertise in desktop operating systems and commitment to providing outstanding service to support our clients. Your daily responsibilities will include troubleshooting Windows 10 / 11 and MacOS, working with Office 365, and managing user accounts in Active Directory. Excellent communication skills are crucial, as you will often be translating technical concepts to non-technical users.

If you’re motivated to help end users resolve their technology challenges while expanding your own knowledge in the process, this position is for you.

Here’s what you’ll be doing:

• You’ll provide remote desktop and laptop support, addressing break/fix issues, application installations, and configuration of user settings. You'll also be involved in the security side of things, where you'll be tasked with investigating and remediating malware alerts and helping users enroll in MFA.
• You’ll diligently document, track, and escalate tickets through our ticketing system and keep our documentation platform current.
• You’ll collaborate with a talented team to deliver exceptional service to our clients, all from the comfort of your remote workspace.
• This position is classified as hybrid, as you will mainly work from home. However, there will be periodic visits to client sites and attendance in the office when it's necessary to collect shipments or equipment.
• The working hours for this position will be from 8:30 AM to 5 PM EST.

Requirements

🎓 Experience & Qualifications

• Minimum 2 years of professional IT support experience
• Must reside in the Tampa, FL area for onsite client support
• Preferred: Experience working in an MSP/MSSP environment
• A+ and/or Network+ certifications preferred (or willingness to obtain)

🛠 Technical Skills

• Strong working knowledge of Windows 10, Windows 11, and macOS
• Proficiency with Microsoft 365 applications
• Familiarity with Office 365 cloud services (preferred)
• Knowledge of Azure and/or AWS (a plus)
• Experience using a ticketing system; Autotask experience is a major advantage

💬 Professional & Soft Skills

• Excellent verbal and written communication skills

• Strong time‑management and prioritization abilities
• Customer‑focused mindset with the ability to work independently or as part of a team

• Strong time‑management skills and the ability to prioritize effectively

Additional Requirements

• Ability to lift and carry up to 50 pounds

• Reliable internet connection and a quiet workspace for hybrid remote support
• Valid driver’s license for onsite visits and equipment pickup

Benefits

At FusionTek, we truly believe our people are our most valuable asset. That’s why we’re proud to offer:

• 💰 Competitive salary: $25 - $30/hour
• 🎯 Quarterly bonus eligibility to reward performance
• 🏥 Comprehensive coverage: Medical premium contributions vary by plan: Up to 90% company-paid coverage for select plans and fixed employer contribution for all other plans
• 📈 401(k) plan with 4% company matching and immediate vesting
• 🎉 Generous time off: 8 paid holidays + 17 PTO days in your first year
• 📚 Educational reimbursement for certification tests and access to company-supplied training resources
• 📱 Monthly cell phone stipend to support your connectivity needs
• 🤝 Team culture: Fun events and opportunities to connect with colleagues