Desktop Support Engineer; Independent

The Desktop Support Engineer (Full Time) role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This on‑site role ensures end‑user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

Location: Sunrise, Florida, USA
Contract Type: Independent Contractor / (Full-Time)
Start Date: Immediate
Eligibility: U.S. Citizens and Green Card Holders Preferred

• Provide first and second‑level technical support and manage the efficient assignment and dispatch of service requests.
• On‑site support to resolve end‑user issues promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and keeping strong communication between IT and users.
• Constantly monitor the individual queue to resolve routine and non‑routine desktop issues and requests.
• Escalate issues as appropriate and act as a technical escalation for the end user.
• Maintain a high level of customer satisfaction.
• Comply with desktop group practices and procedures.
• Update Service Now and other data repositories (e.g., knowledge base) in a timely manner.
• Identify technical and process issues and recommend improvements.
• Achieve target ticket volumes and ticket resolution levels.
• Ensure compliance with applicable corporate policies and procedures.
• Maintain productive relationships with peers and management in IT and the clients whose issues are being worked on.
• Follow the processes and practices established for the group.
• Coordinate and consult with client areas to analyze problems and needs and recommend technical solutions.
• Perform intermediate‑to‑advanced IMAC services (installs, moves, add, changes) on PCs, laptops, printers, POS devices, etc.
• Perform intermediate‑to‑advanced desk‑side support, installing and troubleshooting hardware, software, and network‑related issues.
• Handle software installation, support, and upgrades.
• Provide 1st/2nd level Help Desk support.
• Perform basic LAN and internetworking‑related activities.

• 3+ years of strong experience providing IT infrastructure field support, troubleshooting hardware, software, and operating system issues while respecting hardware warranty and security compliance.
• Have A+ certification and at least one certification from Cisco or Microsoft.
• May have vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP).
• Must be a self‑starter and can manage multiple tasks.
• Exceptional customer service skills.
• Strong communication skills.
• Ability to work independently or as part of a team.
• Ability to complete tasks effectively with minimal supervision.
• Must be available to work flexible work schedules.
• High‑level skill set.
• Outstanding people skills.
• Proficient in Windows 10 & 11 and Office Suite/O365.