IT Support Technician

Flow • Bay Harbor Islands, FL

2d • Onsite

About The Position

Flow is seeking a motivated and technically capable IT Support Technician to join the Information Technology team. This is a fully on-site position based out of Flow's headquarters in Miami, FL. The primary focus of this role is delivering reliable, responsive day-to-day technical support to end users at HQ — covering hardware, endpoints, and Flow's internal software and SaaS platforms. As part of the broader scope of the role, the technician will also provide on-site support to other Flow properties in the Miami area as needed.
This position reports directly to the Head of IT and works closely with both HQ staff and property operations teams across the portfolio. A key part of the role involves partnering with local HR to ensure new hires have the equipment, access, and IT support they need from day one. The ideal candidate is technically grounded, service-oriented, and capable of managing a varied ticket queue independently while knowing when and how to escalate. Comfort driving to a remote property and resolving issues hands-on is part of the role's scope, but the day-to-day rhythm is rooted at HQ.

Requirements

• 1–4 years of IT support or help desk experience in a professional environment
• Working knowledge of Windows 10/11 and macOS — installation, configuration, and troubleshooting
• Experience troubleshooting hardware: laptops, desktops, printers, monitors, and peripherals
• Familiarity with SaaS platforms and cloud-based productivity tools (Microsoft 365, Google Workspace, or similar)
• Basic networking knowledge: TCP/IP, DNS, DHCP, Wi-Fi, and VPN fundamentals
• Experience using an IT ticketing system (Zendesk, Jira Service Management, Freshservice, or similar)
• Valid Florida driver's license with a clean driving record and reliable transportation
• Ability to work independently across multiple sites with minimal direct supervision
• Strong verbal communication skills with non-technical end users
• Must be able to lift and carry IT equipment up to 50 lbs
• Comfortable working in server rooms, IT closets, and under desks as needed
• Full-time on-site presence required — candidates must be local to or willing to commute daily to Miami, FL
• Must report to Flow HQ at the start of each workday
• Occasional after-hours or weekend support may be required for critical incidents or scheduled maintenance
• Periodic travel to Flow properties in Miami is within scope — mileage reimbursement provided per company policy
• Must maintain a professional appearance consistent with Flow brand standards

Nice To Haves

• CompTIA A+ certification or equivalent vendor certification (Microsoft, Apple)
• Experience with endpoint management platforms: Microsoft Intune or JAMF
• Familiarity with Active Directory / Microsoft Entra ID: user management, group policies, password resets
• Exposure to SSO, MFA enrollment, and basic identity management workflows
• Experience supporting hospitality, real estate, or property management environments
• Basic scripting knowledge (PowerShell or Bash) for automating repetitive tasks
• Experience with structured cabling, switch patching, or AV support

Responsibilities

• End-User Hardware Support
• Diagnose and resolve hardware issues on Windows and macOS endpoints including laptops, desktops, monitors, printers, and peripherals
• Perform hardware replacements and upgrades (RAM, SSD, batteries) as directed
• Coordinate warranty repairs and loaner equipment logistics across properties
• Maintain accurate hardware inventory records and asset tags for all managed devices
• Image and configure new devices using established MDM processes (Intune / JAMF)
• Flow Software and SaaS Support
• Provide Tier 1 and Tier 2 support for Flow's internal software platform and business applications
• Assist users with login, access, and workflow issues within Flow's SaaS environment
• Escalate software defects and integration issues to the Head of IT or vendor support with clear documentation
• Support account provisioning and system access setup for new hires during onboarding, coordinating with HR to ensure access is ready on day one
• Assist with SSO and identity-related access issues (password resets, MFA enrollment, account unlocks)
• HR Partnership and Staff Onboarding
• Partner closely with local HR to coordinate the full IT onboarding experience for new hires — ensuring equipment is ready, configured, and delivered on or before the employee's first day
• Attend or coordinate with HR for new hire start dates, providing device setup, account access, and a basic IT orientation to each incoming employee
• For employee offboarding, this role is responsible for requesting and collecting all company-issued equipment, logging each asset back into inventory, and ensuring devices are properly stored and staged for redeployment — access revocation and account closure are handled by the Head of IT
• Maintain a ready inventory of pre-imaged, deployment-ready devices to support HR's hiring timelines without delay
• Serve as the primary IT point of contact for HR on access provisioning questions, equipment requests, and new hire readiness
• On-Site Infrastructure and Networking
• Perform basic network troubleshooting including connectivity, Wi-Fi, and DHCP issues at property locations
• Support structured cabling patching, switch port assignments, and AP reboots under IT guidance
• Assist with AV equipment support in conference rooms and common areas
• Maintain organized and labeled IT closets and network equipment at each property
• Ticketing and Documentation
• Log, track, and resolve support requests through the IT ticketing system with thorough notes
• Document resolutions and contribute to the internal IT knowledge base
• Escalate unresolved issues to the Head of IT with clear context and troubleshooting steps already taken
• Provide regular on-site status updates and communicate maintenance windows to property managers

Benefits

• Comprehensive benefits package (Medical / Dental / Vision / Disability / Life)
• Paid time off and 13 paid holidays
• 401(k) retirement plan
• Healthcare and Dependent Care Flexible Spending Accounts (FSAs)
• Access to HSA-compatible plans
• Pre-tax commuter benefits
• Employee Assistance Program (EAP), free therapy through SpringHealth, acupuncture, and other wellness offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees