✦ Luna Orbit — IT Support & Helpdesk

Desktop Support Technician

at Sharp Brains

📍 Tampa, FL, United States Onsite Posted March 04, 2026
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Position Details

Type Full-Time
Experience entry
Exp. Years 5-6 years
Education Not specified
Category IT Support & Helpdesk

About this role

This role provides first-line technical support for enterprise end-user devices and applications, ensuring quick resolution of issues and effective escalation when needed.

Key Responsibilities

  • Support end-user devices
  • Troubleshoot OS and application issues
  • Manage user accounts
  • Escalate unresolved issues
  • Follow ITIL processes

Technical Overview

The technical scope includes support for Windows and macOS devices, Microsoft 365, Active Directory, VPN, and enterprise support tools, following ITIL best practices.

Ideal Candidate

The ideal candidate is an experienced IT support technician with 5-6 years supporting Windows, macOS, and Microsoft 365 environments. They should be familiar with ITIL processes and capable of troubleshooting a wide range of end-user issues in a fast-paced support role.

Must-Have Skills

5-6 years of experience in IT supportExperience with Windows 10/11 and macOSKnowledge of Microsoft 365 and TeamsActive Directory and Azure AD fundamentalsBasic networking conceptsExperience with ITSM toolsKnowledge of ITIL processes

Nice-to-Have Skills

Remote support toolsEndpoint management solutionsVDIMFAEndpoint security tools

Tools & Platforms

ServiceNowFreshserviceManageEngine

Required Skills

Windows 10/11macOSMicrosoft 365TeamsActive DirectoryAzure ADVPNNetwork ConnectivityWi-FiPrintersITSMITIL

Hard Skills

Windows 10/11macOSMicrosoft 365TeamsActive DirectoryAzure ADVPNNetwork ConnectivityWi-FiPrintersITSMITIL

Soft Skills

Customer serviceCommunicationProblem-solvingTeamworkTime management

Certifications

Required

ITIL v3ITIL 4

Industry & Role

Industry Information Technology / Support Services
Job Function Deliver high-quality IT support and incident resolution for enterprise users

Keywords for Your Resume

Windows 10/11macOSMicrosoft 365TeamsActive DirectoryAzure ADVPNNetwork ConnectivityWi-FiPrintersITSMITILTroubleshootingCustomer Service

Deal Breakers

Less than 5 years of IT support experience, No experience with Windows 10/11 or macOS, Lack of knowledge of ITIL processes, No experience with ITSM tools, No familiarity with Active Directory or Azure AD

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