Job DetailsJob Location Corporate Office - Boca Raton, FL Position Type Full Time Description ** This position will report daily to our corporate Headquarters in Boca Raton, Florida. ** We are seeking a motivated and detail-oriented Junior System Administrator with strong leadership qualities to manage daily helpdesk operations while collaborating closely with our Systems, Network, and Database teams. This is a hybrid role that blends technical support, team management, and cross-functional coordination, offering a growth path toward mid-level system administration and IT leadership. The ideal candidate will bring a combination of hands-on technical skills and people management capabilities, with a proactive approach to support delivery, operational improvement, and cross-departmental collaboration. In this role, you'll be responsible for overseeing the helpdesk team's performance, conducting daily stand-up meetings, managing ticket workflows, and serving as a key liaison between frontline support and infrastructure teams. Key ResponsibilitiesHelp Desk Operations & Oversight
- Supervise day-to-day operations of the IT Help Desk, ensuring timely and effective resolution of service tickets for both onsite and remote users.
- Conduct daily team meetings to review open tickets, set priorities, and communicate relevant updates.
- Enforce SLAs and ensure ticket queues are actively managed and escalated when necessary.
- Perform routine performance assessments, coaching, and training sessions for the Help Desk team to support individual and team development.
- Monitor support metrics and KPIs, identifying service trends and recommending improvements to boost efficiency and user satisfaction.
Technical Support & Escalation
- Serve as the final escalation point for complex helpdesk incidents requiring advanced troubleshooting or coordination with infrastructure teams.
- Ensure consistent knowledge sharing and documentation of common issues and solutions within the helpdesk knowledge base.
- Participate in hardware/software deployment projects, patching cycles, and endpoint lifecycle management.
Cross-Departmental Collaboration
- Act as a liaison between the Help Desk and the Systems, Network, and Database teams, facilitating clear communication and coordinated support for IT projects.
- Assist with server administration, basic networking tasks, and infrastructure support under the guidance of senior sysadmin or network engineers.
- Help plan and execute cross-functional IT projects, ensuring proper hand-offs, resource coordination, and timely updates.
Process Improvement & Reporting
- Develop and refine Help Desk procedures and onboarding documentation to standardize support practices.
- Generate periodic reports on helpdesk performance, ticket resolution trends, and user feedback to inform leadership decision-making.
- Maintain compliance with internal IT policies, user access controls, and operational documentation.
QualificationsQualificationsEducation & Experience
- Bachelor's degree in Information Technology, Computer Science, or a related discipline preferred (or equivalent experience/certifications).
- 3-5 years of experience in a helpdesk, desktop support, or junior sysadmin role, with at least 1-2 years of leadership or team coordination responsibilities.
- Prior experience in a regulated industry such as insurance, finance, or healthcare is a plus.
Technical Skills
- Proficient with Windows OS, Office 365, Active Directory, and basic networking (DHCP, DNS, VPN, LAN/WAN).
- Experience with ITSM/ticketing platforms such as Jira, ServiceNow, or Zendesk, ServiceDesk Plus.
- Familiarity with scripting, endpoint security tools, and virtualization technologies (VMware, Hyper-V) is a plus.
Soft Skills
- Strong leadership, organizational, and communication skills.
- Proven ability to coach and support team members in a fast-paced IT environment.
- Comfortable translating technical concepts into user-friendly language for end-users and non-technical stakeholders.