Desktop Support Engineer

Axiom Technologies is seeking a Desktop Support Engineer for onsite support in Miami, FL. This Independent Contractor / Full Time role provides first and second-level, on-site help for end users while keeping service quality high through strong triage, queue monitoring, and timely updates in ServiceNow and other knowledge resources.

What you’ll do

• Provide 1st/2nd level Help Desk support by triaging and prioritizing service requests, resolving end-user issues, and coordinating with other technicians when needed.
• Maintain steady coverage by monitoring the individual queue to address routine and non-routine desktop issues and requests.
• Escalate appropriately and serve as a technical escalation point for end users when issues require deeper support.
• Deliver intermediate-to-advanced IMAC (installs, moves, adds, changes), including hardware roll-outs, refreshes, and deployment activities for PCs, laptops, printers, POS devices, and related equipment.
• Perform intermediate-to-advanced deskside support, including installing and troubleshooting hardware, software, and network-related issues.
• Support software installation and upgrades, and handle desktop support tasks end users depend on.
• Complete basic LAN and internetworking-related activities using strong internetworking and troubleshooting skills.
• Keep documentation current by updating ServiceNow and other data repositories (such as a knowledge base) promptly.
• Follow group practices and procedures, comply with applicable corporate policies, and maintain productive working relationships with IT peers, management, and client areas.
• Identify technical and process gaps and recommend improvements, while working toward target ticket volumes and resolution levels.
• Coordinate and consult with client areas to analyze problems, understand needs, and recommend technical solutions.

What you bring

• 3+ years of strong experience providing IT Infrastructure field support, troubleshooting hardware, software, and operating system issues.
• Ability to resolve issues while not impacting or violating hardware warranty and meeting customer security compliance requirements.
• A+ certification and at least one certification from Cisco or Microsoft.
• May also hold additional OEM certifications (Dell, Toshiba, Lenovo, HP).
• Strong customer service and communication skills.
• Proven ability as a self-starter who can manage multiple tasks, work independently or in a team, and complete tasks with minimal supervision.
• Must be able to work flexible work schedules.
• Proficiency in Windows 10 & 11 and Office Suite / O365.

Tools and technologies

• ServiceNow, knowledge base
• Windows 10, Windows 11
• Office Suite, O365
• Cisco, Microsoft

Start date: Immediate
Location: Miami, FL (On-site)
Contract type: Independent Contractor / Full Time
Eligibility: U.S. Citizens and Green Card Holders preferred

If you are interested in this role, forward your resume to [email protected].