IT Service Desk Specialist

THE ROLE: As an IT Service Desk Specialist based in our Fort Lauderdale office , you are the first point of contact for technical support within IGEL. You combine strong communication skills with a proactive, analytical mindset to ensure our global users receive fast, effective, and compliant IT support. TASKS AND RESPONSIBILITIES:Deliver first-level technical support for end users across multiple regions Communicate clearly and confidently in English (no heavy accent; strong verbal skills) Provide both onsite and remote support via our IT Service Management system Diagnose, troubleshoot, and resolve hardware, software, and network issues Perform basic network troubleshooting and patching activities Set up laptops Manage incidents and requests using ITIL-based processes and a ticketing system Support and maintain Microsoft 365, Intune, and execute PowerShell scripts Provide assistance for Linux and macOS environments (including executive support) Ensure all activities are compliant with IGEL's IT policies and security standards Balance strict process adherence with pragmatic, user-oriented solutions Escalate complex issues and collaborate with 2nd/3rd-level teams as needed Actively seek root causes - not just quick fixes - to improve long-term stability EXPERIENCE AND QUALIFICATIONS: 2+ years of experience in IT Service Desk or 1st Level Support Experience using an ITSM Tool preferable ServiceNow Strong customer service and communication skills Experience with Windows, macOS, and Linux operating systems Knowledge of Microsoft 365, Intune, and Active Directory / Entra ID hybrid environments Familiar with PowerShell scripting and automation basics Understanding of ITIL processes and working with ticketing systems Experience providing remote support via Teams, RDP, or similar tools Inquisitive mindset: able to identify the why behind issues, not just the how Reliable, proactive, and solution-oriented approach to work Ability to work both independently and as part of a distributed global team WE OFFER: Health, dental, vision, and prescription benefits (employee premiums covered by IGEL) 11 company-paid holidays per year 18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service) Sick time of 10 days per year, with rollover of unused days 401(k) plan with 100% company match Paid maternity and paternity leave Monthly home office allowance Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals Employee Assistance Program (EAP) and Financial Wellness tool Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage Wellbeing apps, including Rightway, Headspace and Wellhub Training and development opportunities to advance your career President's Club for the highest performing salespeople and overachievers An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you! IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws. Additional information: Please click here to access the information according to art. 13 data protection regulation (DSGVO) for applicants

Created: 2026-03-10