IT Service Desk Technician

Based in Miami, Florida with remote work options, the IT Service Desk Technician delivers first-line IT support for enterprise end users, handling triage, troubleshooting, and incident communication across both remote and on-site environments. The role covers hardware, software, and mobile devices, and contributes to SOPs and knowledge-base documentation.

Responsibilities

• Serve as the initial point of contact for customers via phone, email, or notifications from the service management tool.
• Perform initial triage to clearly define the problem, assess its severity, and determine the appropriate response.
• Escalate issues to the appropriate teams as needed to drive resolution.
• Keep customers informed about progress and answer questions as issues are being addressed.
• Perform moderate troubleshooting for custom in-house applications.
• Repair, install, manage, and support personal computer hardware and peripherals.
• Adhere to Tier 1 processes and ticket documentation standards for all processed tickets.
• Provide Tier 1 support for mobile devices, including configuration and email synchronization for iPhones and Android devices.
• Install, repair, and upgrade company-wide applications on workstations; troubleshoot VPN access for remote or field employees; install and configure printers and scanners.
• Educate end users on how to use the company's software.
• Document troubleshooting procedures, operations manuals, knowledge-base entries, and user guides.
• Assist all users with questions, complications, and problems.
• Monitor the help desk queue and process tickets according to priority.
• Perform other duties as assigned or modified by management.

Requirements

• Minimum two years of IT service desk experience.
• High school diploma or equivalent.
• Knowledge of computer hardware and major software applications, including Microsoft Office.
• Knowledge of basic networking concepts.
• Intermediate knowledge of Windows client operating systems (for example Windows 8/10) and related OS troubleshooting.
• Basic understanding of servicing computer hardware.
• Excellent customer service skills.
• Strong organizational and prioritization abilities.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and a range of other office productivity tools.
• Ability and willingness to travel locally, regionally, and nationwide up to 10% of the time.
• Fluency in English, both spoken and written.

Technologies

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Windows client operating systems (Windows 8/10)
• VPN
• Mobile devices: iPhone (iOS) and Android
• Service management tool

Pay Range

USD 22.00 - 31.42 per hour

Employee Benefits

• Helpful documents