IT Help Desk

GoTu•Miami, FL

2d•Onsite

About The Position

GoTu is seeking an IT Help Desk to join our team. In this role, you will act as the first point of contact for employees and customers experiencing technical issues. You will provide technical support, troubleshoot hardware, software, and network-related issues, and ensure that users can access and utilize the necessary tools and systems efficiently. The role will report to the IT Manager.

Requirements

High school diploma or equivalent required. Associate's or Bachelor’s degree in Information Technology or a related field preferred
2 years of experience in IT support or a related field.
Basic understanding of computer hardware, software, and network concepts.
Familiarity with operating systems, including Windows and macOS.
Experience using help desk ticketing systems and remote desktop support tools (preferred).
Knowledge of basic IT principles and best practices.
Relevant certifications such as CompTIA A+, or Google IT Support Professional (preferred).
Excellent problem-solving skills with the ability to think critically and adapt to new challenges.
Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
Strong customer service orientation with patience and empathy to manage user frustrations.
Ability to multitask and prioritize tasks effectively in a fast-paced environment
Must be in the Miami area or open to relocation for a fully in-person role in our Downtown Miami office.
Ability to lift and move items weighing up to 50 lbs as needed.

Responsibilities

Offer primary technical assistance to staff and clients, serving as the first point of contact and addressing queries and resolving hardware and software system challenges.
Provide technical support for both in-office and remote employees, ensuring reliable access to systems and IT tools.
Respond to support requests using the help desk ticketing system, ensuring timely, professional, and well documented resolution of issues.
Support the IT Equipment lifecycles, including deploying new equipment to new hires and collecting and decommissioning equipment after termination.
Diagnose and resolve technical problems, escalating issues to higher-level support or specialized teams when necessary.
Install, configure, and maintain hardware and software components under the guidance of the senior IT Team.
Track and maintain IT inventory and related documentation.
Assist in the implementation and roll-out of IT projects and initiatives.
Troubleshoot and resolve issues related to GoTu's internal systems and tools.
Provide step-by-step guidance and empathetic support to users with technical inquiries.
Assist the senior IT team with projects, installations, and maintenance tasks.
Support the Facilities and People Operations teams with ad hoc projects and day-to-day operational needs as required.