Desktop Support Engineer

Support end users on-site in Miami by delivering first- and second-level desktop and infrastructure help, triaging requests, and coordinating IMAC and deskside work.

Responsibilities

• Provide 1st/2nd level on-site technical support by triaging and prioritizing service requests
• Monitor the desktop queue and resolve routine and non-routine desktop issues and requests
• Resolve end-user problems and escalate appropriately when needed; act as a technical escalation point for end users
• Maintain high customer satisfaction while supporting clients
• Follow desktop group practices and procedures and ensure compliance with applicable corporate policies and procedures
• Update ServiceNow and other data repositories (e.g., knowledge base) promptly as appropriate
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Maintain productive relationships with peers and management in IT and with client areas supporting their issue resolution
• Coordinate and consult with client areas to analyze problems, needs, and technical solutions
• Perform intermediate-to-advanced IMAC services (installs, moves, adds, changes), including hardware roll-outs, refreshes, and deployments for PCs, laptops, printers, POS devices, and related equipment
• Perform intermediate-to-advanced deskside support, installing and troubleshooting hardware, software, and network-related issues
• Handle software installation, support, and upgrades
• Provide basic LAN and internetworking activities
• Support by resolving hardware, software, and operating system issues while ensuring fixes do not impact/violate hardware warranty or customer security compliance requirements

Requirements

• 3+ years of IT Infrastructure field support experience troubleshooting hardware, software, and operating system issues
• Ability to fix issues while meeting hardware warranty and customer security compliance requirements
• A+ certification plus at least one certification from Cisco or Microsoft
• May hold additional OEM/vendor certifications (Dell, Toshiba, Lenovo, HP)
• Exceptional customer service skills
• Strong communication skills
• Ability to work independently or as part of a team; self-starter capable of managing multiple tasks
• Ability to complete tasks effectively with minimal supervision
• Must be available for flexible work schedules
• High-level skill set with outstanding people skills
• Proficiency with Windows 10 & 11 and Office Suite / O365
• Strong internetworking and troubleshooting skills

Technologies

• ServiceNow
• Knowledge base
• Windows 10
• Windows 11
• Office Suite
• O365
• Cisco
• Microsoft

Location

• Miami, FL (on-site)

Contract Type

• Independent Contractor / Full Time

Start Date

• Immediate

Eligibility

• U.S. Citizens
• Green Card Holders Preferred

Apply: forward your resume to [email protected].