Onsite IT Support Specialist — Client Success Champion

Fortellar; Fort Lauderdale (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

Fortellar is seeking an IT Support Specialist / Help Desk to provide frontline technical support in the Fort Lauderdale / Miami area. You will be the first point of contact for employees, triaging, resolving, and escalating requests as needed, with a focus on Windows environments, Microsoft 365 administration, and identity/access management.

The role is onsite, requiring strong communication skills, ticketing experience, and the ability to work within documented procedures to maintain consistent

Qualifications

• Provide frontline IT support to end users in a structured ticketing environment.
• Communicate clearly with non-technical users and document resolutions.
• Assist with Windows desktop troubleshooting, 365 apps, and basic networking.

Responsibilities

• 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.

Skills

Customer focus

Clear communication

Team collaboration

Tools

Active Directory / Entra ID

Microsoft 365

Ticketing systems (ServiceNow/Jira/Freshservice/ConnectWise)

Job description

Fortellar is seeking an IT Support Specialist / Help Desk to provide frontline technical support in the Fort Lauderdale / Miami area. You will be the first point of contact for employees, triaging, resolving, and escalating requests as needed, with a focus on Windows environments, Microsoft 365 administration, and identity/access management.

The role is onsite, requiring strong communication skills, ticketing experience, and the ability to work within documented procedures to maintain consistent