Junior System Administrator – Help Desk Lead

📍 Boca Raton, FL (On-site at Corporate HQ, with some hybrid flexibility)

We are seeking a motivated and detail-oriented Junior System Administrator with strong leadership qualities to oversee daily Help Desk operations while working closely with our Systems, Network, and Database teams. This hybrid role blends technical support, team leadership, and cross-functional collaboration, offering a clear growth path toward mid-level system administration and IT leadership.

The ideal candidate will bring a mix of hands-on technical expertise and people management skills, with a proactive approach to support delivery, operational improvement, and interdepartmental coordination.

Key Responsibilities

Help Desk Operations & Oversight

• Supervise daily operations of the IT Help Desk, ensuring timely and effective resolution of tickets for onsite and remote users.

• Conduct daily team meetings to review open tickets, set priorities, and provide updates.

• Enforce SLAs, monitor ticket queues, and escalate as needed.

• Conduct performance reviews, coaching, and training for Help Desk team members.

• Track KPIs, identify service trends, and recommend improvements for efficiency and user satisfaction.

Technical Support & Escalation

• Act as the final escalation point for complex helpdesk issues requiring advanced troubleshooting or coordination.

• Maintain and expand the helpdesk knowledge base with documented solutions.

• Assist with hardware/software deployments, patching cycles, and endpoint lifecycle management.

Cross-Departmental Collaboration

• Serve as liaison between Help Desk and Systems/Network/Database teams to ensure coordinated IT support.

• Assist with basic server administration, networking tasks, and infrastructure support under senior guidance.

• Support cross-functional IT projects with planning, resource coordination, and progress updates.

Process Improvement & Reporting

• Develop and refine Help Desk procedures and onboarding documentation.

• Generate periodic reports on Help Desk performance, ticket resolution, and user feedback.

• Ensure compliance with IT policies, access controls, and documentation standards.

Qualifications

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience/certifications).

• 3–5 years in helpdesk, desktop support, or junior sysadmin roles, with 1–2 years in team leadership or coordination.

• Experience in regulated industries (insurance, finance, healthcare) preferred.

Technical Skills

• Strong knowledge of Windows OS, Office 365, Active Directory, DHCP, DNS, VPN, LAN/WAN.

• Experience with ITSM/ticketing systems (Jira, ServiceNow, Zendesk, ServiceDesk Plus).

• Familiarity with scripting, endpoint security, VMware/Hyper-V is a plus.

Soft Skills

• Excellent leadership, organizational, and communication skills.

• Ability to coach and support team members in a fast-paced environment.

• Skilled at translating technical concepts into user-friendly terms for non-technical stakeholders.

Why Join Us?

This role offers the opportunity to:

• Lead and mentor a Help Desk team while growing your technical expertise.

• Gain hands-on exposure to systems, networks, and infrastructure projects.

• Contribute directly to IT operations and process improvements at a corporate headquarters.

• Build a career path toward mid-level system administration and IT leadership.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.