It support specialist / help desk (onsite - fort lauderdale-miami)

About the role

This role is focused on providing frontline technical support to end users, ensuring reliable day-to-day IT operations across desktop, network, and cloud-based systems. You will be the first point of contact for employees experiencing technical issues, working within a structured ticketing environment to triage, resolve, and escalate requests as needed. The position requires solid working knowledge of Windows environments, Microsoft 365 administration, and identity/access management fundamentals, along with the judgment to recognize when an issue requires escalation to a senior engineer or specialized team. This is an on-site role based in the Fort Lauderdale / Miami area, supporting a local team while following documented procedures to maintain consistent service quality.

What you'll do

• Serve as the first point of contact for end-user technical support requests via phone, email, and ticketing system, providing timely and professional resolution.
• Troubleshoot and resolve issues related to Windows desktop environments, Microsoft 365 applications, and general hardware/software problems.
• Manage user account and access requests through Active Directory / Entra ID, including provisioning, deprovisioning, password resets, and permissions troubleshooting.
• Log, track, and update all support requests within the ticketing system, ensuring accurate documentation of issue resolution and status.
• Perform basic network troubleshooting (DNS, DHCP, VPN, TCP/IP connectivity) to diagnose and resolve connectivity issues.
• Follow established escalation procedures, recognizing when a request falls outside your scope or authority and routing it to the appropriate team.
• Communicate clearly with non-technical users, translating technical issues and solutions into plain language.
• Maintain and update internal documentation, knowledge base articles, and standard operating procedures as processes evolve.

Qualifications

• 1–3 years in a technical support, help desk, or service desk role
• Working knowledge of Windows desktop environments and Microsoft 365 administration
• Familiarity with Active Directory / Entra ID account and access management
• Experience with a ticketing system (ServiceNow, Jira Service Management, Freshservice, ConnectWise, or similar)
• Basic networking fundamentals: DNS, DHCP, VPN, TCP/IP troubleshooting
• Demonstrated ability to follow escalation procedures and recognize when a request falls outside your authority
• Clear written and verbal communication with non-technical audiences
• Legally authorized to work in the U.S. and able to work on-site in the Fort Lauderdale / Miami area