IT Helpdesk Analyst

Acrisure Mortgage is seeking a dedicated and knowledgeable Helpdesk Analyst to join our IT support team.

The ideal candidate will be responsible for providing exceptional technical support to our users, ensuring that all hardware and software issues are resolved efficiently.

This role requires strong customer service skills, a solid understanding of IT infrastructure, and the ability to troubleshoot various operating systems and applications.

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
• Provide front-line support for Windows systems , Microsoft Office 365 , and commonly used applications
• Assist with Active Directory tasks , including password resets
• Troubleshoot hardware and software issues on desktops, laptops, printers, and mobile devices
• Support basic networking issues, including Wi-Fi and VPN connectivity
• Assist with user device setup
• Escalate unresolved issues to the appropriate technical staff or departments
• Maintain accurate records of issues, troubleshooting steps, and resolutions in the ticketing system
• Participate in weekend coverage on a rotating schedule
• Assist with general IT maintenance tasks, inventory tracking, and updates

• Must be within a commutable distance of our Downtown Orlando office at 189 South Orange Ave. Suite 970, Orlando, FL 32801
• Must be willing to participate in a rotating weekend coverage schedule
• Previous experience in a helpdesk, IT support, or technical support role preferred
• Working knowledge of Windows, Microsoft Office 365, and common business applications
• Strong customer service and communication skills
• Strong attention to detail and ability to accurately document issues and resolutions