Kforce has a client that is seeking a Lead Help Desk Technician in Orlando, FL. This is a fully on-site position, 5 days a week. Duties: * Serve as the senior member of the Service Desk Team, providing expert guidance and support * Foster positive, customer-focused relationships with the client base * Manage and resolve all levels of service desk requests, from simple to complex * Provision new computers for both new and existing employees * Complete new user account creation requests * Lead and mentor more junior Support Desk staff, as well as interns, by teaching technical skills and guiding them on best practices in workflow, from a supervisory yet non-managerial role * Collaborate with hardware and software vendors when escalation is required * Serve as a primary point of contact for ticket management * Suggest improvements to ticketing systems and other processes to enhance service efficiency * Provide IT technical support for local and remote employees, as well as visiting international staff * Monitor and gather information on user issues, identifying trends that may indicate broader problems * Escalate issues to management and systems administrators when necessary * Collaborate effectively with other IT staff as needed Provide comprehensive support for: * Windows and Apple computers, including peripherals * Microsoft Office 365 * Microsoft Active Directory and Microsoft Entra ID * Microsoft Intune (device provisioning) * Remote collaboration tools such as Teams, Zoom, and Google Meet * Phone systems like 3CX and Teams phones * Data collaboration tools including Smartsheet, Confluence, and SharePoint * Printers * Networking, including Wi-Fi and wired connections * Remote connectivity technologies such as VPN * Multi-Factor Authentication (MFA) * Secure password management and self-service password reset