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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Services II - Help Desk - **Company:** CROSSROADS EMPLOYMENT SERVICES - **Location:** Miami Lakes, FL, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Amazon Web Services, Apple Mac Systems, JIRA, Microsoft Azure, Cyber Security, Computer Networks, System Configuration, Dynamic Host Configuration Protocol, Linux, Domain Name System (DNS), Hyper-V, Issue Tracking Systems, Virtual Private Networks (VPN), Windows Servers, Cloud Services, Software Deployment, TCP/IP, Virtualization Technology, Enterprise Software Applications, Cloud Platform System, Software Troubleshooting, Information Technology, Zendesk, Network Server, Servicenow, User Accounts, Vmware - **Published:** July 26, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f9c48a55c7e58226 ## About the Role We are seeking a skilled IT Support Services II-Help Desk to join our dynamic IT team. The ideal candidate will have extensive experience in providing technical support and troubleshooting for various IT systems, software, and hardware. This role requires the ability to handle more advanced technical issues, mentor junior team members, and contribute to client-facing IT projects and initiatives., * Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). * 3-5 years of experience in IT support or system administration, preferably in a corporate environment. * Strong knowledge of operating systems (e.g., Windows Server, Linux, macOS) and enterprise applications. * Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations. * Familiarity with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, Zendesk). * Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently. * Strong communication skills, with the ability to explain technical concepts to non-technical users. Preferred Experience: * Experience with ConnectWise. * Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE). * Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V). * Knowledge of IT security practices and data protection regulations., * The employee must be able to verbally communicate effectively with clients, employees and management to address questions and resolve issues. This involves talking, hearing, and understanding. * This position requires the regular use of a laptop computer and other office equipment. The employee must be able to operate a keyboard and other devices for extended periods. ## Description * Provide tier II support for application, hardware, and network-related issues escalated from junior team members, ensuring timely resolution. * Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience. * Assist in the administration and management of IT systems, including servers, workstations, and cloud environments. * Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices. * Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference. * Assist in training and mentoring junior IT support staff, providing guidance on best practices and technical skills. * Participate in IT projects, such as software deployments, system upgrades, and network enhancements, ensuring projects are completed on time and within scope. * Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues. * Manage user accounts, permissions, and access rights within various systems and applications. * Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)