IT Service Desk Technician ( Miami Gardens

The IT Service Desk Technician will provide support for a wide range of technical issues to enterprise end-users both remotely and face-to-face. The role requires strong technical knowledge, effective communication skills, and the ability to understand and explain solutions to clients.

• Serve as the first point of contact for customers by phone, email, or service‑management tool notifications.
• Perform initial triage of customer issues, clearly define the problem, determine its severity, and establish the appropriate response.
• Escalate customer issues to the appropriate teams as required to resolve the problem.
• Keep customers up to date with progress and answer any questions they may have.
• Perform moderate troubleshooting for custom, in‑house applications.
• Repair, install, manage, and support personal computer hardware and peripherals.
• Follow Tier 1 processes and documentation requirements for all processed tickets.
• Provide Tier 1 support for mobile devices such as iPhones and Androids, including configuration and email sync.
• Install, repair, and upgrade company‑wide applications on workstations, troubleshoot VPN users, and set up printers and scanners.
• Educate end users on using the company’s software and document troubleshooting procedures, operations manuals, and knowledge‑base articles.

• Knowledge of computer hardware and major software applications such as Microsoft Office.
• Basic networking concepts and general Windows client OS troubleshooting (e.g., Windows 8/10).
• Excellent customer service skills with a strong sense of organization and prioritization.
• Proficient in Microsoft Office Suite products (Word, Excel, PowerPoint, Outlook) and other office software.
• Comfortable with traveling locally, regionally, and nationwide (up to 10%).
• Fluency in spoken and written English.

• High school diploma or equivalent required.
• BA/BS degree in Information Technology or a related field preferred.
• Minimum of 2 years of work experience in IT or a related field.
• Entry‑level IT certifications (A+, Network+, etc.) preferred.

$22.00 – $31.42 per hour. Final compensation will depend on experience, education, geographic location, and other factors, and may include bonuses or commissions.

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