Support Agent

WheelHouse IT is the largest Managed Service Provider in South Florida and growing. We pride ourselves on our innovation and willingness to adapt to the constantly changing world of technology. This is only possible through the help of our passionate technicians and engineers that are driven to never stop learning. The Support Agent role is the entry level position on our Support Desk that is designed to get you started in the field of IT from the ground up. If you’re a student or recent graduate who really wants to get to work, you’ve found the right place.

Our Support Agents are so valuable to WheelHouse IT because they are the first line of defense for our end users. When someone calls in for technical support, we can trust that our Agents will provide friendly, respectful, and knowledgeable service over the phone or through email. As an entry level position, we expect that incoming candidates likely have no practical experience in IT, but may have experimented with home networks, virtual machines, academic and personal topics, and any other passion projects.

This position allows new employees to learn our systems and clients before being fully submerged in a technician role. The best part? You can be fast tracked to be a knowledgeable Support Technician within three to six months with the right work ethic and initiative. In the WheelHouse family, we like to say that we need “learn-it-alls,” not “know-it-alls.”

Here’s what a week at WheelHouse IT might consist of:

• Answering incoming calls from our clients requesting technical support
• Resolving simple or fast tickets on the spot (the longer you’re with us, the more frequent this will become)
• Creating tickets and routing calls to a team of technicians
• Getting comfortable using our ticketing system, ConnectWise Manage
• Application support (Office/Microsoft 365, QuickBooks, etc.)
• Setup and configuration of hardware
• Peer-to-peer training and shadowing
• Unlimited access to Professional training courses to keep you up to date on all tech topics more
• Internal training path career planning
• Basic network support – configuration of wireless routers and access points
• Accessing client systems via RMM tools
• Installation of common peripheral devices
• Basic logistics and inventory for enterprise level clients

Requirements for this position are light, but our ideal candidate will be:

• PASSIONATE about technology
• Excited to work in a fast-paced environment
• Comfortable providing phone support to clients
• Capable of working a standard M-F work week (and occasional nights/weekends)
• Local to the greater Fort Lauderdale area
• Clear written and verbal communication
• Excellent customer service skills

All Full Time Employees at WheelHouse IT are eligible for benefits such as:

• Health, Vision, Dental Insurance
• Short & Long Term Disability, and Life Insurance
• Company-sponsored cell phone for personal use
• 401(k) plan with match
• Friday Happy Hours
• Access to training resources
• $11 - $12 per hour

If you feel that you could be a fit for WheelHouse IT, apply and we will reach out to you within 7 business days.

Only local candidates need apply. Our headquarters location is in Fort Lauderdale, FL. In consideration of current COVID-19 climate, new employees will receive introductory training on-site at our office but may have the opportunity to work from home.