Help Desk Specialist

Help Desk Specialist

Duration: 12 Months  

Locations: Miami, FL 33131

Help Desk Specialist / IT Support Technician

Job Summary

We are looking for a Help Desk Specialist to provide technical support and assistance to employees or customers. The ideal candidate will have strong problem-solving skills, excellent communication, and the ability to troubleshoot various hardware, software, and network issues.

Key Responsibilities

✔ Provide Tier 1 & 2 Technical Support

● Respond to IT support requests via email, phone, or ticketing system

● Diagnose and resolve hardware, software, and network issues

● Escalate complex problems to higher-tier IT support when necessary

✔ Manage IT Assets & Systems

● Install, configure, and update software and hardware

● Maintain user accounts, access control, and permissions (Active Directory, Google Workspace, etc.)

● Ensure proper documentation of technical issues and resolutions

✔ Support Cloud & SaaS Applications

● Assist users with Office 365, Google Workspace, and other productivity tools

● Troubleshoot VPN, remote desktop, and cloud-based applications

✔ Security & Compliance

● Educate users on best practices for IT security

● Support data backup and recovery processes

● Monitor and report potential security threats

Required Skills & Qualifications

Education:

● Bachelor''s degree in IT, Computer Science, or related field (or equivalent experience)

● Language: English & Spanish

Technical Skills:

● Experience with Windows, macOS, and Linux troubleshooting

● Knowledge of networking (DNS, DHCP, VPN, TCP/IP)

● Knowledge of the platforms (AZURE, INTUNE, IVANTI)

● Familiarity with ticketing systems (Jira, ServiceNow, Zendesk)

● Basic scripting (PowerShell, Bash) is a plus

Soft Skills:

● Strong problem-solving and multitasking abilities

● Excellent communication skills for non-technical user

● Ability to work in a fast-paced environment

Preferred Qualifications (Nice to Have)

● IT certifications (CompTIA A+, ITIL, Microsoft Certified: Modern Desktop

Administrator)

● Experience with enterprise security tools (firewall, antivirus, endpoint protection)

● Previous experience in a customer-facing IT support role

Tools (Nice to Have).

● IAM Application JIRA (Control of users with special profiles)

● Ivanti MdM

● Azure by Microsoft

● Intune MdM

● NetX 360

● Aravo TPRM

● Salesforce