Help Desk Leader

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

Infrastructure & Security

Process Improvement & Reporting

AI Tool Support & Monitoring

GenAI Integration in Service Desk Operations

LLM-Driven Knowledge Management

AI Governance & Compliance

Cross-Functional Collaboration

Qualifications