IT Support Specialist I

Kids for the Future; Miami (FL); On-site; USD 25,000 - 28,000; Full time

Job summary

Kids for the Future is seeking a dedicated IT service desk professional in Miami to provide first-line technical support for employees. You will troubleshoot endpoints, identity access, collaboration tools, and business applications, documenting incidents and coordinating with Security and Systems teams for reliable operations.

Responsibilities include onboarding/offboarding, device provision, and assisting with HIPAA-aligned data handling.

Qualifications

• Associate degree in IT/CS or equivalent practical experience.
• 2+ years in an IT support or service desk role.
• Healthcare experience is strongly preferred.
• Experience with Windows 10/11 administration and Microsoft 365 basics.
• Knowledge of Entra ID/Azure AD and Intune is desirable.

Responsibilities

• Monitor and triage requests via phone, email, and JSM; meet SLAs.
• Document steps taken, root cause, and resolution clearly.
• Escalate unresolved issues with full context to resolver groups.
• Support Windows devices, peripherals, and printers; perform break/fix and imaging.
• Provision devices and assist with enrollment and backups.
• Assist with mailbox access, permissions, and collaboration tools.

Skills

Customer service

Communication

Organizational skills

Education

Associate degree in IT/CS

Tools

Windows 10/11 admin

Microsoft 365 admin

Entra ID/Azure AD

Microsoft Intune

Defender for Endpoint

PowerShell

Job description

• Location 5775 WATERFORD DISTRICT DR STE 450,Miami, FL, 33126-2591,United States
• Base Pay $18.00 - $20.00 / Hour
• Employee Type Regular Full Time
• Required Degree NONE
• Manage Others No

Description

Service & Ticket Management

• Monitor and triage requests via phone, email, and the Jira Service Management (JSM) portal; meet defined SLAs (first response, updates, and resolution).
• Use clear customer-facing and internal notes; document steps taken, root cause (when known), and resolution.
• Escalate unresolved or high-impact issues to the appropriate resolver group with complete context.
• Support Windows 10/11 devices, peripherals, and printers; perform break/fix, driver updates, and peripheral setup.
• Provision and re-provision devices; assist with imaging/enrollment and data backup/restore as needed.
• Use Microsoft Intune for device enrollment, compliance checks, and remote actions (e.g., sync, wipe, reboot, remote assistance).
• Troubleshoot network connectivity (LAN/Wi-Fi), VPN clients (e.g., AWS VPN), and basic firewall/ACL symptoms before escalation.

Identity & Access Lifecycle

• Execute employee onboarding and offboarding: enable/disable Entra ID and Microsoft 365 accounts and provision/deprovision access across Five9, Verint, EpicRide, Jira, and related systems.
• Manage distribution groups, the company directory, and OrgChart membership; enforce MFA; and configure mailbox delegation on separation.
• Process all access changes through the JSM access-request workflow with required manager approval, following least-privilege and HiTrust access-control practices.
• Support Outlook/Exchange Online (mail flow basics, shared mailboxes, delegate access), Teams (calling and meetings), and SharePoint/OneDrive (permissions and sync troubleshooting).
• Assist with mailbox storage/archiving basics and user education on collaboration best practices.

Business Applications (User Support)

• Collect logs and screenshots; perform initial triage and escalation to app owners when appropriate.

Knowledge, Operations & Security Hygiene

• Create and maintain knowledge base articles, how-to guides, and FAQs to reduce repeat incidents.
• Contribute to asset inventory and lifecycle activities (assignments, returns, replacements); keep records accurate and current.
• Support security initiatives (patching follow-up, ASR policy exception intake, phishing triage and user education) in partnership with Security.
• Handle all member and employee data in accordance with HIPAA and Alivi's HiTrust-aligned policies; follow least-privilege access procedures and the JSM access-request/manager-approval workflow when granting or changing access.
• Participate in on-call rotations or planned maintenance windows as needed.

Requirements

Education & Experience

• Associate degree in IT/Computer Science or equivalent practical experience.
• 2+ years in an IT support or service desk role.
• Healthcare experience is strongly preferred.

Technical Skills

• Windows 10/11 administration and troubleshooting; basic macOS familiarity a plus.
• Microsoft 365 administration basics (Exchange Online, Teams, SharePoint/OneDrive).
• Entra ID/Azure AD user and group administration; AD fundamentals.
• Microsoft Intune (preferred): device enrollment, compliance, and remote actions.
• Microsoft Defender for Endpoint familiarity (basic alert triage) a plus.
• Networking fundamentals: TCP/IP, DNS/DHCP, VPN clients; ability to capture basic diagnostics.
• Basic PowerShell (read/execute scripts, simple cmdlets); scripting proficiency is a plus.

Customer & Communication Skills

• Excellent customer service; able to de-escalate and communicate clearly with non-technical users.
• Excellent verbal and written communication skills in English and Spanish.
• Strong organizational skills; able to manage priorities and follow through to completion.

Preferred Qualifications

• Experience with contact-center tools (e.g., Five9) and headsets/softphones.
• Experience with SSO concepts and permission basics.
• Demonstrated ability to handle PHI/sensitive data responsibly; familiarity with HIPAA or HiTrust (or a comparable healthcare compliance framework) preferred.
• SharePoint permissions and Power Automate familiarity for light workflow tasks.
• ITIL Foundation or equivalent service management familiarity.

Summary

Provide first ‑ line technical support for employees across the organization. Troubleshoot, resolve, and document incidents and service requests for endpoints, identity and access, collaboration tools, and key business applications. Partner with Systems Administration and Security to drive reliable, secure operations and an excellent employee experience.