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Help Desk Leader
Help Desk LeaderGravity IT Resources • Broward County, FL, United States
Help Desk Leader

Help Desk Leader

Gravity IT Resources • Broward County, FL, United States
[job_card.variable_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Title : Help Desk Administrator / Specialist

Location : Coconut Creek, FL (Onsite Monday–Thursday, Remote Fridays)

Employment Type : Contract (6 – 12 months)

Job Summary : Our client is a fast-growing clinical IT company committed to transforming healthcare through innovative technology. They operate with a startup spirit and a collaborative culture, where transparency, accountability, and agility are core values. As they build the foundation of their Help Desk function, they are also embarking on a transformative journey to integrate Artificial Intelligence (AI), Large LanguagSe Models (LLMs), and Generative AI (GenAI) into their operations.

We’re seeking a Help Desk Administrator who will serve as both a strategic leader and hands-on support analyst, driving operational excellence while championing the adoption of AI technologies across the organization. This role combines traditional Help Desk administration with emerging AI enablement. The Help Desk Administrator will oversee technical support operations, resolve frontline issues, and lead the integration of AI-powered tools and workflows. This is an ideal opportunity for a dynamic IT professional who thrives in a fast-paced environment and is passionate about innovation, service delivery, and building scalable support systems.

RESPONSIBILITIES :

Team Administration & Operations

  • Serve as the escalation point for complex technical issues and critical incidents.
  • Develop and maintain SOPs, internal knowledge bases, and user documentation.
  • Collaborate with HR and department lead on onboarding / offboarding processes and access provisioning.

Hands-On Technical Support

  • Provide Tier 1–3 support for hardware, software, and network issues across HQ and clinical sites (as needed).
  • Troubleshoot and resolve issues related to Windows OS (10 / 11), M365, Intune, Azure AD, and remote support tools (e.g., AnyDesk).
  • Manage patching, application packaging, and deployment in conjunction with third party vendors (offshore) and building internal discipline.
  • Maintain inventory and procurement of IT hardware and software.

    • Infrastructure & Security

  • Support network setup and maintenance, including VPNs, firewalls, and Wi-Fi.
  • Manage security systems including door access, camera systems, and endpoint protection.
  • Ensure compliance with HIPAA, HITRUST, and other healthcare IT standards.

    • Process Improvement & Reporting

  • Create and refine workflows in Halo ITSM ESM and CRM (Sales) for ticketing, onboarding, offboarding, and change management.
  • Build dashboards to track Help Desk performance, ticket volumes, and resolution metrics at all levels in the organization.
  • Participate in strategic planning and budgeting for IT support operations.

    • AI Tool Support & Monitoring

  • Assist in the deployment, configuration, and monitoring of AI-powered tools used for clinical decision support, analytics, and automation.
  • Collaborate with system administrators and data teams to ensure infrastructure readiness for AI workloads, including GPU provisioning and containerized environments.

    • GenAI Integration in Service Desk Operations

  • Leverage GenAI capabilities to automate Tier 1 support tasks, such as ticket triage, knowledge base responses, and incident summarization.
  • Evaluate and implement GenAI-powered assistants to improve First Call Resolution (FCR) and reduce Time to Resolve (TTR) metrics.

    • LLM-Driven Knowledge Management

  • Maintain and optimize enterprise knowledge bases for compatibility with LLMs and retrieval-augmented generation (RAG) models.
  • Support the development of structured data inputs and tagging to improve LLM response accuracy and semantic relevance.

    • AI Governance & Compliance

  • Ensure AI tools and data workflows comply with HIPAA, HITECH, and HITRUST standards, particularly in areas involving patient data and clinical decision support.
  • Participate in risk assessments related to AI tool deployment, focusing on data privacy, bias mitigation, and transparency.

    • Cross-Functional Collaboration

  • Work with clinical, reporting, and technology teams to identify opportunities for AI-enhanced workflows, including predictive ticket routing, automated reporting, and user sentiment analysis.
  • Provide feedback and support for AI tool training, performance tuning, and user adoption strategies.

    • Qualifications

  • Associate’s degree in information technology or related field required; Bachelor’s preferred.
  • CompTIA A+ or equivalent required.
  • 4+ years of progressive IT experience, including 1+ year in a supervisory or lead support role (preferable).
  • Strong troubleshooting and diagnostic skills across desktop, mobile, and network environments.
  • Excellent communication and customer service abilities.
  • Familiarity with healthcare applications and EHR systems.
  • Ability to work independently and collaboratively in a dynamic, fast-paced setting.
  • Comfort with emerging technologies and a passion for continuous learning.
  • M365 Fundamentals or Administrator certifications preferred.
  • AI / ML or cloud certifications (e.g., Azure AI Fundamentals, AWS Machine Learning) are a strong plus.
  • ITIL certification a plus.
  • Experience in healthcare IT environments is strongly preferred.
  • Exposure to AI / LLM / GenAI tools or projects is highly desirable.
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