IT Help Desk Support Specialist II - Palm Springs, FL on-site

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 Support

• Resolve escalated technical issues related to:

• Hardware, operating systems, and peripherals
• Microsoft 365 applications and services
• Device compliance, sync issues, and configuration problems

• Serve as the primary day-to-day resource for end-user support
• Troubleshoot issues independently and determine appropriate resolution paths
• Provide remote and in-person support across office locations
• Create, update, and maintain internal knowledge base articles
• Identify recurring issues and recommend long-term fixes

Account & Access Management

• Provision, 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 required

• Manage group memberships, shared mailboxes, and role-based access
• Assist in enforcing security best practices, including MFA and conditional access
• Perform periodic access reviews and correct discrepancies

IT Asset Management & Lifecycle Planning

• Maintain accurate records of IT assets, including ownership, location, assignment status, and condition
• Coordinate the shipping, delivery, return, and receipt of IT equipment for employees and company locations
• Receive returned assets into IT, verify condition and included accessories, and update inventory records accordingly
• Ensure Salesforce asset records are updated within 24 hours of assignment, shipment, return, or recovery
• Prepare equipment for reassignment, repair, secure storage, or retirement
• Evaluate device performance and recommend replacements or upgrades
• Generate quarterly end-of-life (EOL) device reports
• Lead physical and digital inventory audits as assigned

Device & Endpoint Management

• Administer Windows, macOS, and iOS devices using Microsoft Intune
• Enforce device compliance policies and remediate non-compliant devices
• Assist in creating and testing device configuration profiles
• Prepare, image, and deploy hardware for new hires and replacements
• Recommend standard hardware and software baselines

️ Salesforce Administration (Support-Level)

• Assist with Salesforce administration tasks, including:

• User management
• Profiles, permission sets, and role assignments
• Basic Flows and automation support
• Page layouts and Dynamic Forms updates

• Troubleshoot Salesforce user issues and recommend improvements
• Support data quality initiatives and basic reporting needs

Onboarding & Offboarding Ownership

• Own the execution of the IT portion of onboarding from start to finish
• Ensure devices, accounts, and access are fully prepared before start dates
• Conduct IT orientation for new hires
• Lead offboarding activities, including:

• User deactivation
• Device recovery and reset
• Asset record updates

• Maintain onboarding/offboarding SOPs and checklists
• Termination-related access removals are considered priority-one events and supersede standard SLA timelines.

Tools & Systems Used

• Microsoft 365 (Admin Center, Outlook, Teams, OneDrive, SharePoint)
• Microsoft Intune (Endpoint Management)
• Apple Business Manager
• Salesforce (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 Expectations

• Deliver proactive, professional, and reliable IT support
• Work independently and prioritize tasks effectively
• Maintain accurate documentation and asset records
• Collaborate with other employees to improve IT processes
• Uphold security, confidentiality, and compliance standards
• Demonstrate leadership in daily operations and small initiatives

Performance Metrics & SMART Goals

1. Escalation Resolution Effectiveness

• Goal: Resolve Tier 1 escalations within 1 business day
• Exception: Termination-related access revocations must be completed immediately and no later than 15 minutes from notification.
• Why: Ensures continuity of support and reduces backlog
• Metric:

• 95% of escalations resolved within SLA
• 100% of termination-related access removals completed within 15 minutes

2. Onboarding Readiness Ownership

• Goal: Ensure all new hires have fully working devices and access by 9:00 AM on start date
• Why: Promotes productivity and a positive onboarding experience
• Metric: 100% onboarding readiness

3. IT Asset Accuracy

• Goal: Maintain up-to-date IT asset records for all assigned devices
• Why: Supports lifecycle planning and audit readiness
• Metric: 100% of asset updates completed within 24 hours

4. Salesforce Admin Task Completion

• Goal: Complete assigned Salesforce admin tasks within 2 business days
• Why: Keeps platform operations responsive and reliable
• Metric: 95% of tasks completed within 2 business days

5. Documentation & Process Improvement

• Goal: Update or create at least one IT SOP or knowledge base article per quarter
• Why: Builds scalable and consistent IT operations
• Metric: 4 documented improvements per year

6. Training & Certification Progress

• Goal: 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 annually
• Progress 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 workflows

• Demonstrating ownership of onboarding, offboarding, and asset lifecycle processes

• Providing consistent Salesforce admin support with minimal oversight

• Proactively identifying and delivering system or process improvements

• Actively pursuing continuous, hands-on learning relevant to IT systems and Salesforce, and applying that learning to improve day-to-day operations, 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 oversight

• Act as the primary escalation point for complex or high-impact issues

• Make sound technical and operational decisions that balance speed, security, and long-term stability

• Be relied upon as a go-to resource for IT operations and systems questions

2️⃣ Leadership & Mentorship

• Set the example for documentation quality, troubleshooting approach, and professionalism
• Improve IT workflows, escalation paths, or standards-not just follow them

3️⃣ Systems & Lifecycle Accountability

• Own onboarding and offboarding execution with zero gaps
• Maintain accurate IT asset inventory and lifecycle planning with minimal correction
• Proactively 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 controls
• Permission sets and role assignments
• Support-level Flows and automation

• Troubleshoot Salesforce issues independently and recommend practical improvements
• Operate within established Salesforce standards (no platform design or engineering ownership)

5️⃣ Process & Continuous Improvement

• Deliver measurable system or process improvements each year
• Maintain clear, usable IT documentation and SOPs
• Demonstrate accountability for outcomes, not just assigned tasks

Key Responsibilities

• Resolve advanced hardware, software, application, access, connectivity, and device issues
• Administer Microsoft 365 accounts, groups, licenses, shared mailboxes, permissions, MFA, and role-based access
• Support Microsoft Entra ID/Azure AD, Exchange Online, and conditional access
• Administer Windows, macOS, and iOS devices through Microsoft Intune and Apple Business Manager
• Manage RingCentral users, extensions, phone numbers, voicemail, application access, and basic call-routing settings
• Own the IT portion of employee onboarding and offboarding, including time-sensitive access removal
• Prepare, deploy, ship, receive, recover, reset, and maintain company computers and mobile devices
• Maintain accurate IT asset records and coordinate inventory audits and device lifecycle planning.
• Support Salesforce users, permissions, reports, Dynamic Forms, and basic Flows
• Maintain technical documentation and recommend improvements to recurring issues and IT processes, 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.

• Three or more years of IT help desk, desktop support, endpoint support, or related experience
• Demonstrated ability to independently troubleshoot and resolve complex technical issues
• Hands-on experience with Microsoft 365 administration and user access management
• Experience with Microsoft Intune or a comparable endpoint-management platform
• Working knowledge of Windows and at least one additional platform, such as macOS or iOS
• Experience preparing, configuring, and deploying computers, mobile devices, applications, and peripherals
• Strong communication, documentation, customer-service, and organizational skills
• Ability to manage multiple priorities and complete work with minimal supervision
• Ability to handle confidential, employee-related, and security-sensitive information appropriately
• Willingness to learn Salesforce and other business systems

Preferred Qualifications

• Experience with Microsoft Entra ID/Azure AD, Exchange Online, Apple Business Manager, or RingCentral
• Salesforce administration or support experience
• Experience with IT asset management and employee onboarding or offboarding
• Experience in a healthcare, government-contracting, or regulated environment

Pulled from the full job description

• Referral program
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule

• 8-hour shift; Monday to Friday 8a to 4:30p
• Day shift

Monday to Friday 8a to 4:30p 40 hours