IT Service Desk Specialist

IGEL•Fort Lauderdale, FL

5d•Onsite

About The Position

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.

Requirements

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

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

Benefits

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!