IT Support Specialist - Entry Level (Local Candidates Only)

Acordis has an immediate opening for Level 1, IT Support Specialist. The Level 1 IT Support Specialist is the primary point of contact for clients. This role delivers accurate, timely first-level technical support across Microsoft 365, endpoint, and basic network environments. The specialist resolves common issues, maintains high-quality documentation, escalates appropriately, and uses approved AI tools to increase speed and consistency while protecting client data and following company policy., * Serve as first-level contact for clients via phone, email, and ticketing system; provide clear, professional, and empathetic communication.

• Diagnose and resolve common issues involving Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Exchange Online), Windows 10/11 devices, printers, and basic connectivity.
• Perform remote troubleshooting using company RMM and remote-access tools.
• Use approved AI assistants (Microsoft Copilot and other internal tools) to draft responses, summarize tickets, suggest knowledge-base articles, and accelerate documentation while following Acordis AI usage policy.
• Escalate unresolved or complex issues to higher-tier support with complete, accurate notes and reproduction steps.
• Document all work thoroughly in the ticketing system; update or create knowledge-base articles as needed.
• Assist with new-user provisioning, password resets, MFA enrollment, and basic device onboarding/offboarding.
• Monitor the service desk queue and meet established response and resolution targets.
• Identify recurring issues and recommend process or procedure improvements.
• Follow security protocols for phishing, MFA, endpoint protection, and data handling.
• Maintain accurate client records and activity reporting as required.
• Stay current on relevant product updates, common threats, and support procedures.
• Perform other duties

• High school diploma or GED (Associate degree in IT or related field preferred).
• Minimum 1 year of hands-on IT support experience (help desk, desktop support, or MSP environment preferred).
• Working knowledge of Microsoft 365 and Windows 10/11.
• Familiarity with ticketing systems and remote support tools.
• Comfort using AI productivity tools to draft accurate technical responses and summarize information.
• Strong written and verbal communication skills; ability to remain calm and professional with clients.
• Ability to manage multiple tickets, follow procedures, and document work clearly.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN).
• Ability to learn new tools and client environments quickly.

Preferred Qualifications

• Experience with Microsoft Intune, Entra ID (Azure AD), or common RMM platforms.
• Exposure to endpoint protection platforms, backup solutions, or basic PowerShell.
• Relevant certifications (Microsoft 365 Fundamentals, CompTIA A+, ITIL Foundation, or similar).
• Bilingual (English/Spanish).
• Prior experience using AI tools for ticket triage, knowledge-base creation, or troubleshooting assistance.

Core Competencies

• Customer focus and relationship management
• Problem-solving and analytical thinking
• Clear written and verbal communication
• Organization and time management
• Attention to detail and documentation quality
• Adaptability and continuous learning
• Responsible use of AI tools within policy boundaries
• Team collaboration and professional judgment, * IT support: 1 year (Required)

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Acordis International is one of the fastest growing IT companies in the United States and poised for explosive growth. As a premier Cisco Partner, we offer an extensive portfolio of Cisco services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Acordis provides infrastructure and technology services and solutions to clients throughout Florida and the United States. Through our partnership and certifications with leading technology providers including Cisco, Microsoft, Barracuda, VM Ware, Citrix, Xerox, Dell, Arista, Quantum, HP, Samsung, and many others. Our customers receive the highest quality products and services the industry has to offer., Acordis International Corp is leader in Technology & Solutions. Acordis works closely with clients to develop, implement, and support specific solutions to diverse network, communication, and information infrastructure needs. Acordis specializes in Data Management, Infrastructure Management, Storage Management, Systems Architecture, Managed IT services, IT Security, Cloud services, Digital Signage, Virtualization, Multifunctional Printers, Managed Print Services, Document Management Solutions, VOIP, and Wireless Networking solutions.

Acordis is an Equal Opportunity Employer.

Acordis is an official Partner of The Miami Heat !

South Florida 2013, 2015 and 2016 Business of the year awards.

INC. 5000 list of fastest growing companies 2013, 2014, 2015, 2016, 2017, 2018 and 2019 Fastest growing company in South Florida.