IT Help Desk Support Specialist II - Palm Springs, FL on-site
hace 2 días
West Palm Beach
Job Description:\n\n????️ IT Help Desk Support Specialist II ???? Compensation Range: $29.33–$34.62 per hour, approximately $61,000–$72,000 annually ???? Location: On-Site in West Palm Beach, FL ???? Department: IT ???? Level: II (Advanced / Experienced) Position Summary The IT Help Desk Support Specialist is responsible for providing advanced technical support across the organization and serves as the primary day-to-day resource for employee technical support, account administration, endpoint management, onboarding and offboarding, telephony support, and IT asset coordination. Core Responsibilities ???? Advanced User SupportResolve escalated technical issues related to:Hardware, operating systems, and peripheralsMicrosoft 365 applications and servicesDevice compliance, sync issues, and configuration problemsServe as the primary day-to-day resource for end-user support Troubleshoot issues independently and determine appropriate resolution pathsProvide remote and in-person support across office locationsCreate, update, and maintain internal knowledge base articlesIdentify recurring issues and recommend long-term fixes ???? Account & Access ManagementProvision, manage, and update user accounts in:Microsoft 365 (Admin Center, Microsoft Entra ID/Azure AD, Exchange Online) Salesforce (users, profiles, permission sets, basic Flows)RingCentral (users, extensions, direct numbers, call queues, voicemail, and application access)Other internal systems as requiredManage group memberships, shared mailboxes, and role-based accessAssist in enforcing security best practices, including MFA and conditional accessPerform periodic access reviews and correct discrepancies ???? IT Asset Management & Lifecycle PlanningMaintain accurate records of IT assets, including ownership, location, assignment status, and conditionCoordinate the shipping, delivery, return, and receipt of IT equipment for employees and company locationsReceive returned assets into IT, verify condition and included accessories, and update inventory records accordinglyEnsure Salesforce asset records are updated within 24 hours of assignment, shipment, return, or recoveryPrepare equipment for reassignment, repair, secure storage, or retirementEvaluate device performance and recommend replacements or upgradesGenerate quarterly end-of-life (EOL) device reportsLead physical and digital inventory audits as assigned ???? Device & Endpoint ManagementAdminister Windows, macOS, and iOS devices using Microsoft IntuneEnforce device compliance policies and remediate non-compliant devicesAssist in creating and testing device configuration profilesPrepare, image, and deploy hardware for new hires and replacementsRecommend standard hardware and software baselines ????️ Salesforce Administration (Support-Level)Assist with Salesforce administration tasks, including:User managementProfiles, permission sets, and role assignmentsBasic Flows and automation supportPage layouts and Dynamic Forms updatesTroubleshoot Salesforce user issues and recommend improvementsSupport data quality initiatives and basic reporting needs ✅ Onboarding & Offboarding OwnershipOwn the execution of the IT portion of onboarding from start to finishEnsure devices, accounts, and access are fully prepared before start datesConduct IT orientation for new hiresLead offboarding activities, including:User deactivationDevice recovery and resetAsset record updatesMaintain onboarding/offboarding SOPs and checklistsTermination-related access removals are considered priority-one events and supersede standard SLA timelines. Tools & Systems UsedMicrosoft 365 (Admin Center, Outlook, Teams, OneDrive, SharePoint)Microsoft Intune (Endpoint Management)Apple Business ManagerSalesforce (User management, permissions, Flows, asset tracking)Microsoft Entra ID/Azure AD RingCentral (users, extensions, direct numbers, call queues, voicemail, application access, and basic call routing)Company-specific systems and tools as assigned Professional ExpectationsDeliver proactive, professional, and reliable IT supportWork independently and prioritize tasks effectivelyMaintain accurate documentation and asset recordsCollaborate with other employees to improve IT processesUphold security, confidentiality, and compliance standardsDemonstrate leadership in daily operations and small initiatives Performance Metrics & SMART Goals 1. Escalation Resolution EffectivenessGoal: Resolve Tier 1 escalations within 1 business dayException: Termination-related access revocations must be completed immediately and no later than 15 minutes from notification.Why: Ensures continuity of support and reduces backlogMetric: 95% of escalations resolved within SLA100% of termination-related access removals completed within 15 minutes 2. Onboarding Readiness OwnershipGoal: Ensure all new hires have fully working devices and access by 9:00 AM on start dateWhy: Promotes productivity and a positive onboarding experienceMetric: 100% onboarding readiness 3. IT Asset AccuracyGoal: Maintain up-to-date IT asset records for all assigned devicesWhy: Supports lifecycle planning and audit readinessMetric: 100% of asset updates completed within 24 hours 4. Salesforce Admin Task CompletionGoal: Complete assigned Salesforce admin tasks within 2 business daysWhy: Keeps platform operations responsive and reliableMetric: 95% of tasks completed within 2 business days 5. Documentation & Process ImprovementGoal: Update or create at least one IT SOP or knowledge base article per quarterWhy: Builds scalable and consistent IT operationsMetric: 4 documented improvements per year 6. Training & Certification ProgressGoal: Complete at least one Salesforce or Microsoft hands-on learning milestone (e.g., Superbadge, Superbadge Unit, or equivalent applied learning path) within 12 months.Why: Demonstrates practical, job-relevant skill development through hands-on application rather than test-based certification.Metric:1 completed Superbadge, Superbadge Unit, or equivalent applied learning milestone annuallyProgress reviewed and validated by IT leadership Growth & Advancement Path Employees in this role may develop toward Senior IT Support & Systems Administrator by:Independently owning escalated support and operational workflowsDemonstrating ownership of onboarding, offboarding, and asset lifecycle processesProviding consistent Salesforce admin support with minimal oversightProactively identifying and delivering system or process improvementsActively pursuing continuous, hands-on learning relevant to IT systems and Salesforce, and applying that learning to improve day-to-day operations ✅ Advancement Readiness Indicator An employee may be considered for Senior IT Support & Systems Administrator when they consistently meet all IT Help Desk Support Specialist KPIs, demonstrate ownership of IT operations and Salesforce administration tasks, and operate as a go-to resource for complex support and process improvement. ???? Advancement to Senior IT Support & Systems Administrator (IT Help Desk Support Specialist to Senior IT Support & Systems Administrator) Advancement to Senior IT Support & Systems Administrator reflects a transition from advanced task execution to operational ownership and accountability. This promotion is based on demonstrated judgment, reliability, and leadership — not tenure alone. The IT Help Desk Support Specialist is an hourly, non-exempt position focused on advanced technical support, responsiveness, independent execution, and escalation within a defined operational scope. The Senior IT Support & Systems Administrator carries broader responsibility for outcomes across systems and processes, not only individual tickets or assigned tasks. As a result, promotion to Senior IT Support & Systems Administrator includes a change in employment classification and compensation structure. To be considered for advancement, an employee must consistently demonstrate the following: 1️⃣ Operational Ownership (Primary Requirement)Independently own end-to-end IT operations without daily oversightAct as the primary escalation point for complex or high-impact issuesMake sound technical and operational decisions that balance speed, security, and long-term stabilityBe relied upon as a go-to resource for IT operations and systems questions 2️⃣ Leadership & MentorshipSet the example for documentation quality, troubleshooting approach, and professionalismImprove IT workflows, escalation paths, or standards—not just follow them 3️⃣ Systems & Lifecycle AccountabilityOwn onboarding and offboarding execution with zero gapsMaintain accurate IT asset inventory and lifecycle planning with minimal correctionProactively identify end-of-life risks, security gaps, or operational inefficiencies and address them 4️⃣ Salesforce Operational Administration (Support-Focused)Provide reliable, independent Salesforce operational support, including:User management and access controlsPermission sets and role assignmentsSupport-level Flows and automationTroubleshoot Salesforce issues independently and recommend practical improvementsOperate within established Salesforce standards (no platform design or engineering ownership) 5️⃣ Process & Continuous ImprovementDeliver measurable system or process improvements each yearMaintain clear, usable IT documentation and SOPsDemonstrate accountability for outcomes, not just assigned tasks Key ResponsibilitiesResolve advanced hardware, software, application, access, connectivity, and device issuesAdminister Microsoft 365 accounts, groups, licenses, shared mailboxes, permissions, MFA, and role-based accessSupport Microsoft Entra ID/Azure AD, Exchange Online, and conditional accessAdminister Windows, macOS, and iOS devices through Microsoft Intune and Apple Business ManagerManage RingCentral users, extensions, phone numbers, voicemail, application access, and basic call-routing settingsOwn the IT portion of employee onboarding and offboarding, including time-sensitive access removalPrepare, deploy, ship, receive, recover, reset, and maintain company computers and mobile devicesMaintain accurate IT asset records and coordinate inventory audits and device lifecycle planning. Support Salesforce users, permissions, reports, Dynamic Forms, and basic FlowsMaintain technical documentation and recommend improvements to recurring issues and IT processes Required QualificationsThree or more years of IT help desk, desktop support, endpoint support, or related experienceDemonstrated ability to independently troubleshoot and resolve complex technical issuesHands-on experience with Microsoft 365 administration and user access managementExperience with Microsoft Intune or a comparable endpoint-management platformWorking knowledge of Windows and at least one additional platform, such as macOS or iOSExperience preparing, configuring, and deploying computers, mobile devices, applications, and peripheralsStrong communication, documentation, customer-service, and organizational skillsAbility to manage multiple priorities and complete work with minimal supervisionAbility to handle confidential, employee-related, and security-sensitive information appropriatelyWillingness to learn Salesforce and other business systems Preferred QualificationsExperience with Microsoft Entra ID/Azure AD, Exchange Online, Apple Business Manager, or RingCentralSalesforce administration or support experienceExperience with IT asset management and employee onboarding or offboardingExperience in a healthcare, government-contracting, or regulated environment Work Environment This is an on-site position based in West Palm Beach, Florida. The role requires hands-on technical support and coordination of physical IT equipment, with remote support also provided to employees and other company locations as needed. Benefits401(k)401(k) matchingDental insuranceHealth insuranceLife insurancePaid time offParental leaveReferral programVision insurance Schedule8-hour shift; Monday to Friday 8a to 4:30pDay shiftMonday to Friday 8a to 4:30p40 hours