Help Desk Representative (Mid-Level)

About the role

Join Nalley Consulting at SOUTHCOM HQ in Doral, FL as a Mid‑Level Help Desk Representative. You will provide first‑ and second‑line technical support to end users across cloud‑based and on‑premises environments.

Key responsibilities

• Resolve Tier 1 and Tier 2 support tickets promptly.
• Assist with enterprise device provisioning and configuration.
• Maintain and update IT asset tracking systems.
• Provide remote desktop assistance and incident resolution.
• Support Windows, macOS, and cloud‑based IT tools.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, or related field, or three years equivalent experience.
• Demonstrated experience with Microsoft Windows, macOS, and cloud‑based support tools.
• Proficiency in IT troubleshooting methodologies and customer‑service best practices.
• Experience using ticketing systems such as JIRA or ServiceNow.

Required skills

• Microsoft Windows
• macOS
• Cloud‑based IT support tools
• JIRA
• ServiceNow
• Remote desktop support
• IT asset tracking

What we offer

• Comprehensive medical, dental, and vision coverage
• PTO and 11 paid federal holidays
• Tuition assistance and paid military‑reserve leave
• Paid parental leave for birth or adoption
• 401(k) matching up to 5% of base salary
• Flex time, short‑term and long‑term disability, and life insurance