Help Desk Technician

Company Overview:

Founded in 2010 and headquartered in Tampa, FL, OWT Global is a small business providing reliable, operationally proven expertise to the U.S. Government, industry partners, and commercial vendors. Recognized as a Top Workplace by the Tampa Bay Times (2022-2024), we are committed to delivering industry-leading services in a cost-effective manner.

Our expertise spans Engineering Support, RDT&E, Technical Program & Project Management, Operations, Logistics, Maintenance, and Training for Unmanned Aerial Systems (UAS), C5ISR, and Air Domain Awareness & Defense (ADAD) technologies.

As a proud DOD SkillBridge partner, OWT Global helps service members transition from military to industry through valuable work experience. With a workforce of 96% veterans—primarily from Special Operations, Special Mission Units, and Intelligence Communities— we bring deep operational expertise to support U.S. national security and counterterrorism efforts.

Job Summary:

OWT Global is seeking a Help Desk Technician to provide technical support and troubleshooting for end-users. The ideal candidate will ensure the smooth operation of hardware, software, LAN systems, printers, Microsoft 365, and Azure Active Directory. This role requires strong problem-solving skills, excellent communication, and a customer-service-oriented approach to IT support.

Duties and Responsibilities:

• Respond to help desk tickets, emails, and phone calls to assist users with IT issues.
• Diagnose and resolve network connectivity problems (Wi-Fi, VPN, LAN/WAN).
• Install, configure, and troubleshoot printers, scanners, and peripherals.
• Provide Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint).
• Manage Active Directory accounts, including user creation, password resets, and group policies.
• Install, update, and troubleshoot operating systems, applications, and security tools.
• Maintain and repair computer hardware (desktops, laptops, mobile devices).
• Support software installations, updates, and troubleshooting.
• Document technical issues and solutions in the ticketing system; maintain IT asset records.
• Assist in hardware deployment, imaging, and device configurations.
• Escalate complex technical issues to senior IT staff as needed.

Basic Qualifications:

• Experience in IT support, help desk, or technical troubleshooting roles preferred.
• Strong knowledge of hardware troubleshooting (desktops, laptops, peripherals).
• Proficiency in Windows and Apple iOS troubleshooting.
• Understanding of networking concepts (IP, DNS, DHCP, VPN).
• Strong knowledge of Active Directory, Microsoft 365, and enterprise IT environments.
• Experience with printer setup, driver installations, and print server management.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk) is a plus.
• Strong problem-solving skills with the ability to work independently and in a team.
• Excellent communication and interpersonal skills.

Preferred Skills and Education:

• Associate’s degree in IT, Computer Science, or a related field (or equivalent experience).
• CompTIA A and/or Network certification preferred.

Benefits:

• Health, Dental, and Vision Insurance
• Short-Term/Long-Term Disability, Life Insurance, and Workers’ Compensation
• Traditional and Roth 401(k) plan options
• Paid Time Off and Holiday Pay