Job: Service Desk Analyst
Location: Miami, FL – 5 Days/ Week Onsite
Job Type: Long Term Contract
What We Are Looking For:
As a member of the Service Desk team, you will provide technical support, analytical problem‑solving, and high‑quality customer service via phone, remote tools, and onsite assistance. This role supports end users across desktops, laptops, mobile devices, and the applications that make up the organization’s computing environment.
You will collaborate closely with systems and network administrators to ensure the reliable operation of IT services and to recommend effective corrective solutions when issues arise. The ideal candidate is customer‑focused, communicates clearly, and demonstrates a strong ability to learn business processes and industry‑specific applications.
Responsibilities
- Monitor and manage a ticket queue, prioritizing support requests based on urgency and impact
- Troubleshoot and resolve PC hardware and software issues
- Provide support for iOS, Windows 10/11, and Microsoft 365 environments
- Install, configure, and maintain computer systems and applications
- Diagnose and resolve printer and peripheral issues
- Ensure all incidents and requests are accurately logged with detailed documentation
- Create and maintain knowledge base articles and support documentation
- Provide onsite support, including laptop imaging, workstation setup, and desktop assistance
- Support and troubleshoot Zoom conference room setups and related technologies
- Troubleshoot VPN connectivity and access issues
- Manage asset lifecycle activities, including additions, removals, and updates within the asset management system
Qualifications
- Strong customer service orientation with excellent verbal and written communication skills
- Ability to troubleshoot technical issues independently and collaboratively
- Familiarity with desktop operating systems, mobile devices, and enterprise applications
- Ability to work effectively in a fast‑paced support environment
