<h3>Job Description</h3>
Job Description
Role Description: The Help Desk Analyst provides Level 2 Support by performing a variety of technical and customer service tasks to ensure the smooth operation of our IT systems and services.
Responsibilities:
<ul>
<li>Manage expectations at all levels: customers/end users, executive sponsors.</li>
<li>Ensure quality standards are followed.</li>
<li>Monitor the teams open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.</li>
<li>Act as the escalation point for high priority support issues.</li>
<li>Make recommendations on policies regarding system use and services.</li>
<li>Request service from software and hardware vendors for defective products.</li>
<li>Serve as a subject matter expert for one or more custom or COTS applications.</li>
<li>Explain software errors to programmers or recommend changes to programs.</li>
<li>Work as an in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.</li>
<li>Test software and hardware to evaluate ease of use and whether the product will aid users in performing work.</li>
<li>Write software and hardware evaluation and recommendations for management review.</li>
<li>Write or revise user-training manuals and procedures.</li>
<li>Develop training materials, such as exercises and visual displays.</li>
<li>Train users on software and hardware on-site or in classroom settings, or recommend outside contractors for training.</li>
<li>Provide technical assistance, support, and advice to end users for hardware, software, and systems.</li>
<li>Provide hands-on technical assistance to business and technical users.</li>
<li>Investigate and resolve computer software and hardware problems of users.</li>
<li>Serve as a contact for level 1 support.</li>
<li>Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalate as necessary.</li>
<li>Determine whether problems are caused by hardware, software, or system.</li>
<li>Answer questions, applying knowledge of computer software, hardware, systems, and procedures.</li>
<li>Research problems and find solutions by talking with technical and non-technical co-workers.</li>
<li>Use diagnostic software or listen to and follow instructions to assist users with problems.</li>
<li>Experienced with a variety of call-tracking software and systems.</li>
<li>Maintain current industry knowledge through reading trade magazines and independent study.</li>
<li>Follow quality standards and display strong customer service skills.</li>
<li>Work effectively in a team environment.</li>
<li>Complete assigned tasks.</li>
<li>Demonstrate strong communication skills, both written and spoken.</li>
</ul>

Required / Desired Skills
<ul>
<li>Tier 2 technical support for hardware and software: Required, 5 Years</li>
<li>Experience with call tracking and ticketing software: Required, 5 Years</li>
<li>Provides user training, documentation, manuals: Required, 5 Years</li>
<li>Managing and assigning support issues: Required, 5 Years</li>
<li>4-year college degree in field of specialty or equivalent experience: Highly desired</li>
</ul>

Help Desk Analyst, Tier 2

<h3>Job Description</h3>
Job Description
Job Summary:
The Help Desk Analyst provides comprehensive technical support to end users across the organization, ensuring smooth IT operations. The role also includes participation in security remediation, vulnerability management, and compliance tasks to maintain a secure IT environment. This position requires a focus on incident resolution, supporting critical tasks, and providing seamless communication for technical issues.
Key Responsibilities:
<ul>
<li>Technical Support &amp; Incident Resolution: Provide comprehensive technical support across a range of hardware, software, and network issues. Take ownership of service requests and technical problems, ensuring prompt and effective resolution to minimize disruption to business operations. Address and escalate issues as necessary to ensure timely solutions.</li>
<li>Regional and Expansion Site IT Support: Assist in providing reliable IT support to regional offices, remote users, and future expansion sites.</li>
<li>Security &amp; Compliance Support: Lead and assist in security remediation efforts, vulnerability management, and compliance tasks. Participate in IT audits and help ensure adherence to cybersecurity protocols and regulatory requirements.</li>
<li>Customer &amp; Executive Support: Serve as a direct point of contact for technical support, including high-priority issues and executive-level needs. Deliver responsive, courteous, and professional service to all users, ensuring escalations are handled with urgency and a high standard of care.</li>
</ul>
Education &amp; Experience:
<ul>
<li>Associate’s degree in Information Technology or a related field preferred; equivalent combination of education and relevant work experience will be considered.</li>
<li>Minimum of 5 years of experience in IT support or help desk roles.</li>
<li>CompTIA A+ and Network+ certifications preferred; equivalent certifications or experience will be considered.</li>
</ul>
Additional Information:
In accordance with Washington D.C. pay transparency law, the salary range for this position is $65,000 – $75,000 annually. Healthcare benefits are available and will be discussed prior to the first interview.
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
Job Posting Disclaimer
Fortegra will never request financial or sensitive information such as your bank account information, social security number, or other non-publicly available information for any purpose during the application and interview process. All official communications from our Talent Acquisition team will come from our email domain address “@fortegra.com”. If you receive a suspicious message, unsolicited job offer or would like to verify the legitimacy of any communication about a position, please contact our Human Resources department at <a href="mailto:HumanResources@fortegra.com" target="_blank">HumanResources@fortegra.com</a>.
#LI-Onsite

Help Desk Analyst Tier 2

<h3>Job Description</h3>
Job DescriptionAre you a problem-solver with a passion for technology? Do you thrive on helping people and keeping systems running smoothly? We’re looking for a Help Desk Support Analyst with experience in the Mortgage Industry&nbsp;to be the first line of contact for employees and clients who need IT support. In this role, you’ll gain exposure to all aspects of our firm’s IT environment, from troubleshooting hardware and software issues to ensuring network security and assisting with annual audits. This is an excellent opportunity for someone who wants to grow their IT career while making a real impact every single day. About the Company: Our client has been a pioneer in the mortgage lending industry for nearly 50 years, providing timely, accurate, and compliant closing documents for more than 5 million residential loan transactions. With unmatched expertise and a commitment to excellence, they have become the trusted partner for mortgage lenders nationwide. By joining their team, you’ll be part of an organization that continues to set the standard for accuracy, timeliness, and compliance while helping shape the future of the industry. What You’ll Do: &nbsp;
<ul>
<li>Monitor and manage the Help Desk Ticket Queue, prioritizing issues based on urgency.</li>
<li>Troubleshoot and resolve hardware, software, and proprietary system problems.</li>
<li>Escalate advanced issues to senior technicians when needed.</li>
<li>Record and analyze data to track issues through resolution.</li>
<li>Prepare reports on help desk activity for management review.</li>
<li>Conduct diagnostics and testing to minimize downtime.</li>
<li>Manage email and intranet services, including user accounts and permissions.</li>
<li>Collaborate with the network administrator on hardware and software improvements.</li>
<li>Train users on system security and efficiency best practices.</li>
<li>Oversee system backups and support disaster recovery plans.</li>
<li>Assist with vendor and client technology requests, including security questionnaires.</li>
<li>Support annual SOC audit review in collaboration with leadership.</li>
<li>Jump in to support other business functions as needed.</li>
</ul>
 What We’re Looking For:
<ul>
<li>Strong communication skills with the ability to translate technical information into plain English.</li>
<li>Experience in the Mortgage Industry is a must</li>
<li>A collaborative, team-first mindset and excellent interpersonal skills.</li>
<li>Analytical and troubleshooting skills with an eye for detail.</li>
<li>Solid knowledge of computer systems, networks, and programming concepts.</li>
<li>Proficiency in Microsoft Office Suite (including Visual Studio), Windows and Windows Server, Active Directory.</li>
<li>Ability to learn new systems and software quickly.</li>
<li>Degree in Information Systems (or related field) and 3+ years of IT experience.</li>
<li>Flexible, positive attitude with the ability to adapt to changing business needs.</li>
<li>Willingness to work occasional evenings or weekends as required.</li>
</ul>
 Why Join Us? &nbsp;
<ul>
<li>Work across the entire IT environment where no two days are the same.</li>
<li>Collaborate closely with IT leadership and gain exposure to advanced systems and audits.</li>
<li>A competitive benefits package including PTO, medical, dental and vision insurance, 401k and more</li>
<li>Access opportunities for growth and the ability to influence future technology improvements within the firm.</li>
</ul>
Ready to be the go-to IT problem solver and help keep our client’s systems and people running at their best? Apply today and take the next step in your IT career in San Antonio. &nbsp;
Want to learn more about 512Financial? Check out our Recruitment and Talent Acquisition Page! If you have any questions, please reach out to us here: <a href="https://512financial.com/contact/" target="_blank">https://512financial.com/contact/</a>
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Help Desk Support Analyst

<h3>Job Description</h3>
Job DescriptionJob Title: Help Desk Analyst 4 (Onsite) Location: Richmond, VA Duration:&nbsp;12+ Months Job Description: The client Seeking an innovative Help Desk/Desktop Support Specialist in Richmond, Virginia. This position must provide exceptional customer service while providing the end user with desktop, laptop, and tablet support services. The client is seeking a collaborative and innovative team player to serve as a full-time Help Desk Specialist in Richmond, Virginia.&nbsp; This position supports all aspects of the criminal justice system. This position must provide exceptional customer service while providing the end user with desktop, laptop, and tablet support services. Public service offers the opportunity to do important rewarding work while maintaining a healthy work-life balance.&nbsp; If you want to be part of an agency that cares about our constituents, rigorously advocates and promotes opportunities for all Virginians, we’d love to have you join us! What you will do:
<ul>
<li>Helping resolve issues staff are encountering with their hardware and/or software, including desktops, laptops, tablets, printers, scanners, or monitors, as well as Microsoft Office applications.</li>
<li>Maintaining an inventory of agency software and hardware.</li>
<li>Working with client to manage the refresh process in order to take advantage of equipment upgrades.</li>
<li>Providing security for file shares and other applications. </li>
</ul>
 What the ideal candidate must possess:
<ul>
<li>A strong work ethic and exceptional customer service skills.</li>
<li>Working knowledge of help desk ticketing systems.</li>
<li>Troubleshooting skills with ability to resolve problems quickly and thoroughly. </li>
<li>Documented experience working as an active, contributing team member, as well as an independent and self-motivated employee.&nbsp; </li>
<li>Good oral communications skills with the ability to interact with all levels of agency personnel.</li>
<li>Ability to think strategically and cross culturally, and independently implement new initiatives and projects.</li>
<li>Ability to articulate, both orally and in written form, clear and concise program objectives and goals and summarize achievements of programs in reports and other documents as requested. </li>
<li>Demonstrated ability to meet critical deadlines, handle multiple assignments, changing priorities, and ensure timeliness and quality of completed assignments.</li>
</ul>
 Skills: &nbsp;SkillRequired / DesiredAmountof ExperienceHelpdesk and desktop supportRequired3YearsHardware support (PCs, laptops, tablets, printers, scanners, monitors)Required3YearsMicrosoft Windows 10 and 11Required3YearsMicrosoft Office 365 SupportRequired3YearsRemote user supportRequired2YearsBasic computer networking knowledgeRequired2YearsExperience supporting Xerox multifunction hardwareHighly desired1YearsExperience with VITA systems or processesHighly desired1YearsHP and/or Dell certificationHighly desired1YearsA+ certificationHighly desired1Years
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Help Desk Analyst 4 (Onsite)

<h3>Job Description</h3>
Job DescriptionCompany &nbsp; Headquartered in New York with&nbsp;another 7 offices in the United States and dedicated partners strategically located throughout the world, Laufer Group International has the expertise, resources, and market knowledge to provide customers with true global logistics solutions. Laufer has an established logistics and service solution that provides customers with improved shipping flexibility, enhanced operational control, and exceptional customer service. Each customer has access to a customized logistics platform providing air freight and ocean services, logistics, customs brokerage, and purchase order and export management. Laufer is a different type of logistics company. We strive to make our industry more progressive. We challenge conventional ways of doing business by developing innovative and customized supply chain solutions. We help our customers​ break away from yesterday's business model to succeed in today's world. Position Summary: This position is for an IT Help Desk Support Analyst with some networking knowledge for the support of desktops and laptops at Laufer Group International. They will be functioning as the technical desktop support specialist that will be involved in the daily support and interacting with the user community as well as other team members within the organization. Knowledge of Microsoft software products and M365 administration is required. Responsibilities:
<ul>
<li>Deliver timely technical support for Windows users, addressing hardware and software issues; serve as an escalation point when SLAs are not met and coordinate with third-party vendors as needed.</li>
<li>Continuously monitor desktop systems for hardware and software failures, ensuring prompt resolution.</li>
<li>Oversee Software Asset Management (SAM), including the administration of Microsoft software licenses and preparation of compliance reports for Microsoft audits.</li>
<li>Manage and maintain up-to-date hardware and software inventory records.</li>
<li>Diagnose, troubleshoot, and repair computer systems, hardware components, peripherals, and select mobile devices.</li>
<li>Administer user accounts, including access rights, security settings, and group memberships across systems.</li>
</ul>
 Requirements for Desktop Support Specialist:
<ul>
<li>Ability to troubleshoot PC hardware and software.</li>
<li>Experience with Window 10, 11 and M365.</li>
<li>Knowledge of Microsoft Office products (Word, Excel, PowerPoint, Access, Outlook, SharePoint).</li>
<li>Field incoming help requests and document user information and nature of problem or issue.</li>
<li>Resolve requests or escalate problems when required, to the appropriate technical resource.</li>
<li>Assists in the design and development of standardized operational management reports in order to identify issues or monitor computers.</li>
<li>Research, analyzes and provides hardware/software quotations, ordering information and other purchasing information to users to assist in ordering needed equipment.&nbsp; </li>
<li>Good organizational and problem-solving skills.</li>
<li>Communicate application problems and issues to management, development teams and end users.</li>
<li>Willing to lift and move printers, workstations etc. weighing up to 35lbs/20kg.</li>
</ul>
 Desired Skills: 
<ul>
<li>A college degree is preferred; a Bachelor's in computer science or an equivalent combination of experience and qualifications will be considered.</li>
<li>Minimum of 3 years of experience in an IT engineering or end-user support role.</li>
<li>Proficient in using Network Operations Center (NOC) tools such as Kaseya for remote user support.</li>
<li>Provide technical support for Windows-based systems, including troubleshooting hardware and software issues.</li>
<li>Manage user accounts and permissions in Windows Server 2022 Active Directory and Microsoft 365 environments.</li>
<li>As part of the Windows 11 migration project, responsibilities will include documenting, maintaining, upgrading, and replacing hardware and software systems related to desktop and peripheral equipment</li>
<li>Great communication skills, including active listening and comprehending system requirements.</li>
</ul>
 Benefits:
<ul>
<li>Medical, Dental, and Vision Benefits with company cost-sharing.</li>
<li>Health Savings Account medical benefit option with a company contribution to the health savings account.</li>
<li>No cost Medical Bridge Program to assist with costs that may be attributable to the plan deductible.</li>
<li>Medical and Dependent Care Flexible Spending Accounts.</li>
<li>No cost Short-term disability, Long-term disability, Long-term disability, Life, and AD&amp;D insurance.</li>
<li>401(k) Retirement Plan with a generous company match.</li>
<li>Paid Time Off (over 4 weeks of PTO by year 5 with Laufer).</li>
<li>No cost Employee Assistance Plan to assist with emotional well-being, family and relationships, legal and financial matters, and more.</li>
<li>Employee Recognition Program.</li>
<li>Giveback Program – each employee is given $500/year to donate to a charity (Laufer has donated over $1 million!!!).</li>
</ul>
 Salary Range:&nbsp;$45,000 - $60,000 (Depending on experience) INDHP &nbsp;
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<h3>Job Description</h3>
Job DescriptionDescription:
Job Title: Helpdesk Analyst II
Department: Milner Technology Services
Reports to (Title): Manager
Date: 05/08/2025
 
BASIC FUNCTION
 
Primary Responsibility: The Helpdesk Analyst II is responsible for providing technology support for helpdesk calls. Resolve calls immediately while on the phone with the customer. Capable of handling advanced issues involving more complex, sophisticated equipment and problems. Duties include entering calls into tracking system, prioritizing calls, evaluating calls, resolving calls, and escalating calls as required and following up with customers as needed. Assist System Technicians in troubleshooting problems. Escalate problems to Manager when necessary.
 
WORK DUTY PERFORMED
<ul>
<li>Achieves expected productivity levels associated with assigned workload and level of experience.</li>
<li>Monitor customer environments with remote management tools</li>
<li>Answer incoming phone calls and escalated phone calls to determine if remote support is an option.</li>
<li>Assist customers remotely with software issues</li>
<li>Assist customers remotely with desktop issues</li>
<li>Repair equipment without recalls or delay.</li>
<li>Maintain schedule.</li>
<li>Avoid unnecessary calls or recurring work.</li>
<li>Encourage purchase of maintenance contracts and accessories, assist in pursuing all opportunities.</li>
<li>Aid tiered helpdesk analysts with troubleshooting and preventative maintenance procedures.</li>
<li>Participate in training and self-study programs to gain and maintain appropriate product knowledge.</li>
<li>Complete equipment installations remotely according to schedule and train customers in all operations of assigned equipment.</li>
<li>Communicate with customers, dispatch personnel, and manager to resolve problems in a expedient manner.</li>
<li>Complete required paperwork and ticket updates in an accurate and timely manner on every call.</li>
<li>Write knowledge base articles of resolution to assist in future troubleshooting.</li>
<li>Perform other duties as required. </li>
</ul>
EDUCATION REQUIREMENTS
<ul>
<li>4-year college degree in a technical (MIS, IT) program or equivalent experience</li>
<li>Technical hardware knowledge</li>
<li>Microsoft 365 Certified Preferred</li>
<li>CompTIA A+, CompTIA Network+, CompTIA Security+ Preferred</li>
</ul>
EXPERIENCE REQUIREMENTS
Minimum of 5-year experience on a helpdesk.
Experience required in the following areas:
<ul>
<li>Computer networking.</li>
<li>Server operating systems.</li>
<li>Apple operating systems.</li>
<li>Advanced network training and experience</li>
<li>Experience installing network systems in the field</li>
</ul>
Additional skills required:
<ul>
<li>High level of network systems and troubleshooting </li>
<li>Excellent verbal and written communication skills.</li>
<li>Excellent customer service skills</li>
<li>Ability to diagnose and troubleshoot methodically and efficiently.</li>
<li>Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.</li>
<li>Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.</li>
</ul>
WORK ENVIRONMENT
<ul>
<li>Work in areas which require attention to detail in a varied environment.</li>
<li>General office environment. May spend long hours sitting or standing.</li>
<li>Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds</li>
</ul>
SPECIAL REQUIREMENTS
<ul>
<li>Employee must complete required courses as described by Human Resources for all employees.</li>
<li>This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.</li>
</ul>
BUDGET RESPONSIBILITY
<ul>
<li>Secure and maintain work environment, PC, Phone and other assigned equipment</li>
</ul>
Requirements:

HELP DESK ANALYST II

<h3>Job Description</h3>
Job Description
IT Helpdesk Analyst TES Staffing – Partnering with an Industry Leader The Position TES Staffing is seeking an&nbsp;IT Helpdesk Analyst&nbsp;to support a growing and dynamic team. The ideal candidate will be detail-oriented, highly communicative, and thrive in solving problems in a fast-paced environment. In this role, you will provide technical support to internal staff, clients, and partners while ensuring systems remain efficient, secure, and reliable. Pay:&nbsp;Starting at $20/hrEssential Responsibilities
<ul>
<li>Provide help desk support to internal staff, clients, and partners via phone, in person, and remote troubleshooting.</li>
<li>Deliver excellent customer service by supporting enterprise PCs, VoIP, and mobile devices.</li>
<li>Champion IT policies and best practices across the organization.</li>
<li>Configure and manage user accounts through Active Directory and other proprietary systems.</li>
<li>Provision, install, and support IT infrastructure including switches, firewalls, access points, PCs, printers, and scanners.</li>
<li>Monitor and analyze systems, generating reports to ensure smooth operations.</li>
<li>Collaborate with IT and business teams on technology needs and improvements.</li>
<li>Perform other duties and projects as assigned.</li>
</ul>
The Ideal Candidate Will Have
<ul>
<li>Minimum of 2 years of IT experience in a helpdesk or technical support role.</li>
<li>Degree in Computer Science, Information Systems/Technology, or equivalent professional experience.</li>
<li>Strong problem-solving skills with the ability to troubleshoot effectively under pressure.</li>
<li>Excellent customer service skills and a sense of urgency in resolving issues.</li>
<li>High attention to detail with the ability to multitask.</li>
<li>Clear and professional communication skills, both verbal and written.</li>
<li>Service-oriented mindset with a focus on resolving customer concerns quickly.</li>
<li>Strong organizational skills and the ability to prioritize competing tasks.</li>
</ul>
Why We’re Excited About This Opportunity TES Staffing is proud to partner with our client to identify and attract top IT talent for this critical role. Our client is a forward-thinking organization that values innovation, teamwork, and a service-first mindset. This IT Helpdesk Analyst position is an excellent opportunity for someone who enjoys solving problems, working directly with people, and keeping technology running smoothly in a fast-paced environment. We are excited to help our client grow their team with individuals who bring curiosity, energy, and dedication to their work. This is more than just a helpdesk role — it’s a chance to make a real impact, build strong professional relationships, and grow within an organization that recognizes and values your contributions. &nbsp;
Company DescriptionTES Staffing is a regional staffing and HR services company. We work with Western NY's top companies to offer our applicants a wide variety of choices when looking for their next career opportunity. We will work with you to identify your strengths and try to match you up with the right job opening we have at that point in time. We look forward to working with you and cannot wait for you to create your future together! 
<h3>Company Description</h3>
TES Staffing is a regional staffing and HR services company. We work with Western NY's top companies to offer our applicants a wide variety of choices when looking for their next career opportunity. We will work with you to identify your strengths and try to match you up with the right job opening we have at that point in time. We look forward to working with you and cannot wait for you to create your future together!

IT Help Desk Analyst

<h3>Job Description</h3>
Job Description
"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".
Job Title: Help Desk Analyst
Location: Chicago, IL 60637 United States
Duration: 9+ Months
Pay Range: $33/Hr (Without Benefits)
Job Description:
<ul>
<li>Provide customer support for desktops, laptops, email, VPN, connectivity, hardware, printing, etc. in a fast-paced corporate help desk environment.</li>
<li>This involves logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary.</li>
<li>Will work with backline teams and operations to prevent problems, facilitate problem resolution, and provide overall outstanding customer service.</li>
<li>Must have strong Customer Service skills, along with strong oral and written communication skills.</li>
<li>Responsible for software and hardware support.</li>
<li>Provides technical advice, guidance and informal training to customers using hardware and software programs.</li>
<li>Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.</li>
<li>Performs root cause analysis and develops checklists for typical problems.</li>
<li>Recommends procedures and controls for problem prevention.</li>
<li>Maintains knowledge database and call tracking database to enhance quality of problem resolutions.</li>
<li>Works in a team setting, sharing information and assisting others with calls.</li>
</ul>
About ASK:&nbsp;ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.

Help Desk Analyst (270172)

<h3>Job Description</h3>
Job Description| Summary | | The Helpdesk Analyst I position is the first line of support to resolve issues related to AFCs Electronic Health Record Systems and IT. This positions primary responsibility is to efficiently address issues reported by end-users, triage and escalate issues to upper-tier support, and provide consistent, professional internal and external communication Essential Duties and Responsibilities Ability to communicate with users and management ensuring timely updates and status reports Ability to function in a high paced environment supporting healthcare professionals as they provide care for patients Experience supporting Windows Servers and workstations Practice and enforce security policies including MFA and Safe Practices Provide accurate and timely logging of incidents and resolutions in ticketing system Escalate problems as appropriate following proper policy and procedures Manage Active Directory environment managing over 1500 users Ability to troubleshoot printers and scanners Support and troubleshoot EMRs, Accounting, and other Business Applications Create and update knowledge base articles in Confluence for training and knowledge sharing Evaluate and recommend improvements to policy and procedures, software and hardware to Manager, Information Technology for review Gather and input data for regular reporting, decision making, planning and evaluation Maintain and assure confidentiality of data adhering to HIPAA privacy rules Support VOIP phone systems and users Utilize all available resources to conduct computer diagnostics to determine root causes of issues and resolve them Other Duties and Responsibilities 5 Day work week including weekends rotating weekdays off and on-call Qualifications Advanced analytical and troubleshooting skills. Superior customer service skills. Above average interpersonal, verbal and written communication skills. Able to effectively work independently to resolve problems. Able to manage multiple priorities and follow through on projects to completion. Ability to work well in a team-oriented environment. Ability to successfully handle difficult situations and customers. Educational Requirements Associate degree in computer science or related field, can be substituted for 3-5 years directly related experience. | Physical Demands/Work Environment | Office environment. Extended use of keyboard, mouse and monitor. High attention to detail and ability to focus. Ability to reach, stoop, and lift up to 50 pounds. Potential exposure to potentially infectious material. Moderate noise level.

IT Help Desk Analyst I

<h3>Job Description</h3>
Job Title: Senior Helpdesk Technician – AI Business Systems Support
Location: Miami, FL (On-site)
LEVEL I,II, III Support
Salary range of $65K to $75K (depending on experience Level)
MUST BE Bi-Lingual in Spanish.
 
 
We’re looking for a Senior Helpdesk Technician (I, II, III) to join our team in Miami. This role will focus on supporting the organization’s business systems, with a specialty in AI platforms and tools that power the way we work.
You’ll be the go-to expert for troubleshooting complex technical issues and ensuring a seamless experience for everyone in the company—from frontline teams to executives. This position is ideal for someone who’s passionate about solving problems, thrives in a fast-paced environment, and is equally comfortable explaining solutions to senior leadership or coaching junior technicians.
Because of our diverse team and customer base, fluency in both Spanish and English is essential.
What You’ll Do
<ul>
<li>Provide Tier 2 and Tier 3 support for business systems, including AI platforms and related tools.</li>
<li>Troubleshoot, diagnose, and resolve complex technical issues across hardware, software, and networks.</li>
<li>Support all levels of the organization, including executive leadership, with professionalism and discretion.</li>
<li>Configure, maintain, and optimize AI-driven applications to improve workflows and operations.</li>
<li>Collaborate with internal teams to implement and integrate new technologies.</li>
<li>Document issues, resolutions, and system configurations to build a strong knowledge base.</li>
<li>Mentor and guide junior helpdesk team members.</li>
<li>Ensure compliance with security and data privacy standards when handling sensitive information.</li>
<li>Provide high-quality support to both English- and Spanish-speaking users.</li>
</ul>
What You’ll Bring
<ul>
<li>Bilingual fluency in Spanish and English (written and spoken).</li>
<li>5+ years of experience in helpdesk, technical support, or IT systems roles.</li>
<li>Strong expertise in business system support, particularly AI platforms and tools.</li>
<li>Proven experience troubleshooting Windows, macOS, and mobile environments.</li>
<li>Knowledge of networking fundamentals (TCP/IP, DNS, VPNs, etc.).</li>
<li>Experience with cloud platforms such as Azure, AWS, or Google Cloud.</li>
<li>Excellent communication and customer service skills, especially when supporting executives.</li>
<li>Strong organizational and documentation abilities.</li>
</ul>
Preferred Extras
<ul>
<li>Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.</li>
<li>Hands-on experience with AI/ML tools such as Microsoft Copilot, ChatGPT integrations, or enterprise-level AI solutions.</li>
<li>Familiarity with ITIL processes and best practices.</li>
<li>Previous experience in a bilingual technical support environment.</li>
</ul>

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