Help Desk Technician

Onsite Help Desk Technician role with Premium Health Care in Miami, FL, delivering IT support across multiple offices and requiring after-hours on-call availability.

Responsibilities

• Answer inbound calls from customers and staff in a courteous, professional manner.
• Track and resolve Help Desk tickets and service requests promptly.
• Address issues via phone, email, and in-person assistance.
• Provide on-site IT support at multiple office locations.
• Travel between offices to install, configure, maintain, and troubleshoot equipment.
• Help users install, use, and implement products.
• Investigate inquiries and technical concerns promptly and professionally.
• Diagnose and fix hardware, software, printer, network, and connectivity issues.
• Install, configure, upgrade, and repair desktops, laptops, printers, mobile devices, and peripherals.
• Deploy new computer equipment and workstations.
• Maintain accurate inventory and asset tracking.
• Document interactions, troubleshooting steps, and resolutions in the ticketing system.
• Run diagnostics and perform routine maintenance to identify and resolve issues.
• Escalate complex problems to higher-level support when needed.
• Follow up with customers to confirm complete resolution of issues.
• Assist with user account setup, password resets, and access management.
• Support Microsoft 365 apps and other business software.
• Maintain confidentiality and comply with security policies and procedures.
• Participate in after-hours, weekend, and emergency on-call shifts as required.
• Perform additional duties as assigned.

Technologies

• Windows operating systems
• Microsoft Office and Microsoft 365
• Microsoft 365 applications

Benefits

• Employee discount
• Paid time off

Requirements

• A high school diploma or equivalent is required; an Associate degree in Information Technology or a related field is preferred.
• Prior Help Desk, Desktop Support, or Technical Support experience is preferred.
• Strong knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and common business applications.
• Ability to diagnose and resolve basic to intermediate computer, software, and network issues.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Detail-oriented with the ability to maintain accurate ticket documentation.
• Strong organizational and time-management skills.
• Ability to prioritize multiple tasks and work effectively under pressure.
• Ability to work independently and as part of a team.
• Willingness to continuously learn new technologies and processes.
• Valid driver's license and reliable transportation required.
• Ability and willingness to travel between company office locations on a regular basis.
• Availability to participate in an on-call rotation and provide weekend support as needed.

Qualifications

• A high school diploma or equivalent is required; an Associate degree in Information Technology or related field is preferred.
• Previous Help Desk, Desktop Support, or Technical Support experience is preferred.
• Strong knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and common business applications.
• Ability to diagnose and resolve basic to intermediate computer, software, and network issues.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Detail-oriented with the ability to maintain accurate ticket documentation.
• Strong organizational and time-management skills.
• Ability to prioritize multiple tasks and work effectively under pressure.
• Ability to work independently and as part of a team.
• Willingness to continuously learn new technologies and processes.
• Valid driver's license and reliable transportation required.
• Ability and willingness to travel between company office locations regularly.
• Availability to participate in an on-call rotation and provide weekend support as needed.

Desirable Attributes

• Maintains confidentiality and professionalism at all times.
• Remains open to feedback and new ideas.
• Shares knowledge and assists team members when needed.
• Demonstrates initiative and a strong sense of ownership.
• Reacts well under pressure and adapts to changing priorities.
• Treats customers and coworkers with respect and professionalism.
• Consistently meets productivity and performance standards.
• Looks for opportunities to improve processes and service quality.

Physical Requirements

• Ability to lift and move computer equipment weighing up to 50 pounds.
• Ability to work under desks, in equipment rooms, and in office environments as needed.
• Frequent travel between company office locations.

Job Type

• Full-Time

Work Location

• Onsite only; travel between multiple company office locations; not remote.

Salary

• $50,000.00 - $55,000.00 per year