Senior IT Help Desk Specialist – Onsite Support & Security

Kforce Inc; Miami (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Kforce has a client in Miami, FL seeking an experienced IT Help Desk to deliver high-touch technical support and ensure a seamless technology experience for end users and leadership.

The role focuses on resolving technical issues, maintaining service standards, and driving continuous improvement in IT operations with a strong customer-focused approach and commitment to operational excellence.

Qualifications

• Minimum 5+ years of IT support experience.
• Experience with IT service management and ticketing platforms such as ServiceNow or Jira.
• Hands-on experience supporting Microsoft 365 environments.
• Experience managing Azure AD / Entra ID and Intune device management.
• Strong understanding of SLA and KPI management.
• Excellent communication and customer service skills.

Responsibilities

• Deliver responsive, high-quality technical support for employees and leadership teams.
• Troubleshoot hardware, software, endpoint, network, and application issues to minimize business disruption.
• Serve as the primary onsite resource for technology-related requests and escalations.
• Coordinate with internal IT teams and service providers to ensure timely issue resolution.
• Support IT security initiatives, including user access management and data protection.
• Manage onboarding, offboarding, and access requests per security policies.
• Monitor service performance metrics, identify trends, and recommend process improvements.
• Maintain and optimize ticket management processes to improve efficiency and service quality.
• Create and maintain technical documentation, knowledge articles, procedures, and support guides.
• Manage technology assets, perform equipment audits, and recommend hardware or software upgrades.
• Identify opportunities to enhance user experience and streamline IT service delivery.

Skills

IT support

ServiceNow/Jira

Microsoft 365 environments

Azure AD/Entra ID

Intune device management

SLA/KPI management

Troubleshooting

Customer service

Tools

ServiceNow

Jira

Intune

Azure AD

Power BI

Excel

Exchange Online

Job description

Kforce has a client in Miami, FL seeking an experienced IT Help Desk to deliver high-touch technical support and ensure a seamless technology experience for end users and leadership.

The role focuses on resolving technical issues, maintaining service standards, and driving continuous improvement in IT operations with a strong customer-focused approach and commitment to operational excellence.