Help Desk Specialist

Open Systems Technologies; Miami (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Open Systems Technologies in Miami is seeking a Help Desk Specialist to provide Tier 1 and 2 technical support to employees and customers, addressing hardware, software, and network issues with strong problem-solving and communication.

You will assist with Office 365 and Google Workspace, VPN and remote desktop, cloud-based apps, and IT security basics, while maintaining documentation and asset management.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 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).
• Strong problem-solving and multitasking abilities.
• Excellent communication skills for non-technical user.

Responsibilities

• 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.
• 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.
• Assist users with Office 365, Google Workspace, and other productivity tools.
• Troubleshoot VPN, remote desktop, and cloud-based applications.
• Educate users on best practices for IT security.
• Support data backup and recovery processes.
• Monitor and report potential security threats.

Skills

Problem solving

Communication skills

Multitasking

Education

Bachelor's degree in IT or CS

Tools

Jira

ServiceNow

Zendesk

Azure

Intune

Ivanti

Active Directory

Job description

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.

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

Qualifications

Required

• A Bachelor's degree in IT, Computer Science, or related field
• 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)
• Strong problem-solving and multitasking abilities
• Excellent communication skills for non-technical user

Preferred

• IT certifications (CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator)
• Experience with enterprise security tools (firewall, antivirus, endpoint protection)
• Basic scripting (PowerShell, Bash)
• Previous experience in a customer-facing IT support role