About Fortellar

We are a boutique IT consulting and business process outsourcing organization supporting mid to enterprise-level organizations. We are a small, but mighty, team of experts who know how to stretch, adapt, and put on any hat required in the moment to make our clients successful and enable Fortellar’s growth. Keys to success at Fortellar include:

• Collaboration: You demonstrate excellence in remote collaboration across your Fortellar and client teams. 

• Growth Mindset: You embrace personal growth and are always learning new things to support your team, your clients, and your personal goals. 

• Client Success: You have a passion for your client’s success – you don’t just deliver to the contract you ensure that your client’s goals and needs are met.

• Humanity First: Honest and transparency are your natural instincts – your actions speak louder than your words and your team members love working with you.

• Entrepreneurial: You find a way to get it done, no matter what the challenges or seeming blockers are in front of you

About the role

This role is focused on providing frontline technical support to end users, ensuring reliable day-to-day IT operations across desktop, network, and cloud-based systems. You will be the first point of contact for employees experiencing technical issues, working within a structured ticketing environment to triage, resolve, and escalate requests as needed. The position requires solid working knowledge of Windows environments, Microsoft 365 administration, and identity/access management fundamentals, along with the judgment to recognize when an issue requires escalation to a senior engineer or specialized team. This is an on-site role based in the Fort Lauderdale / Miami area, supporting a local team while following documented procedures to maintain consistent service quality.

What you'll do

• Serve as the first point of contact for end-user technical support requests via phone, email, and ticketing system, providing timely and professional resolution.
• Troubleshoot and resolve issues related to Windows desktop environments, Microsoft 365 applications, and general hardware/software problems.
• Manage user account and access requests through Active Directory / Entra ID, including provisioning, deprovisioning, password resets, and permissions troubleshooting.
• Log, track, and update all support requests within the ticketing system, ensuring accurate documentation of issue resolution and status.
• Perform basic network troubleshooting (DNS, DHCP, VPN, TCP/IP connectivity) to diagnose and resolve connectivity issues.
• Follow established escalation procedures, recognizing when a request falls outside your scope or authority and routing it to the appropriate team.
• Communicate clearly with non-technical users, translating technical issues and solutions into plain language.
• Maintain and update internal documentation, knowledge base articles, and standard operating procedures as processes evolve.

Qualifications

• 1–3 years in a technical support, help desk, or service desk role
• Working knowledge of Windows desktop environments and Microsoft 365 administration
• Familiarity with Active Directory / Entra ID account and access management
• Experience with a ticketing system (ServiceNow, Jira Service Management, Freshservice, ConnectWise, or similar)
• Basic networking fundamentals: DNS, DHCP, VPN, TCP/IP troubleshooting
• Demonstrated ability to follow escalation procedures and recognize when a request falls outside your authority
• Clear written and verbal communication with non-technical audiences
• Legally authorized to work in the U.S. and able to work on-site in the Fort Lauderdale / Miami area