Job Description
Desktop Support Specialist
Location: Doral, FL
Schedule: Monday-Friday, 8:00 AM-5:00 PM
Additional Availability: Rotating on-call support for nights and weekends
Start Date: Immediate
Position Summary
We are seeking a Desktop Support Specialist to provide hands-on technical support for end users, including hardware, software applications, and general IT-related issues. This role requires strong troubleshooting skills, excellent customer service, and the ability to deliver high-touch support to VIP users, including senior executives.
The ideal candidate has experience resolving technical incidents, managing escalations, supporting IT infrastructure, and working in a fast-paced environment. Flexibility to support business-critical operations outside standard business hours is required.
Key Responsibilities
- Provide deskside technical support for hardware, software applications, peripherals, and general end-user technology issues.
- Deliver high-touch, high-priority technical support to VIP users, including senior executives.
- Diagnose and resolve technical incidents independently, escalating complex issues to the appropriate support teams when necessary.
- Coordinate and manage escalations across multiple technical support levels to ensure timely resolution.
- Identify recurring technical issues and recommend solutions to prevent future incidents.
- Implement and verify system changes, updates, patches, and security measures in accordance with established policies.
- Monitor patch compliance and help maintain accurate IT asset and configuration records.
- Support IT infrastructure initiatives, technical projects, and service improvement efforts.
- Follow established IT service management processes and procedures.
- Communicate technical information clearly to users, support teams, and stakeholders at all levels.
- Collaborate with cross-functional technical teams to resolve complex issues and maintain service quality.
- Participate in a rotating on-call schedule to support after-hours incidents and business-critical operations.
Required Qualifications
- At least 2 years of experience in desktop support, deskside technical support, or a related IT support role.
- Hands-on experience troubleshooting hardware, software applications, and end-user technology issues.
- Exposure to network and server infrastructure.
- Experience providing customer-facing technical support, preferably in a high-priority or executive support environment.
- Strong problem-solving, incident resolution, and escalation management skills.
- Excellent verbal and written communication skills, with the ability to work effectively with users at all organizational levels.
- Ability to work independently while collaborating with technical teams to resolve complex issues.
- Familiarity with IT service management (ITSM) and ITIL processes.
- Ability to work rotating on-call hours, including nights and weekends, as required to support 24x7 operations.
Preferred Qualifications
- Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent professional experience.
- ITIL Foundation certification or other relevant IT certifications.
- Experience with change management, patch management, security compliance, and configuration management.
- Experience supporting complex IT environments and participating in technical projects or service improvement initiatives.
Work Environment and Schedule
This is an on-site opportunity based in Doral, Florida. The standard schedule is Monday through Friday, 8:00 AM to 5:00 PM, with rotating on-call availability for nights and weekends. Candidates must be comfortable providing responsive technical support outside normal business hours when needed.