Service Desk Technician II

Seaboard Marine•Miami, FL

11d•Hybrid

About The Position

The Service Desk Technician II is responsible for providing Level II technical support to end users across the Company's domestic and international locations. The position diagnoses, troubleshoots, and resolves issues involving PCs, printers, peripherals, software, mobile devices, user access, endpoint security, and network connectivity. The role also ensures incidents and service requests are properly documented, prioritized, tracked, resolved, and escalated in accordance with established Information Technology procedures and service expectations. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Experience installing, configuring, troubleshooting, and supporting PCs, printers, peripherals, and mobile devices.
Experience supporting Windows 11/current Windows desktop operating systems and Microsoft 365.
Experience supporting Active Directory/Entra ID, including user accounts, password resets, group membership, and access issues.
Experience supporting MFA, VPN, remote access, and remote support tools.
Familiar with endpoint management, including device enrollment, software deployment, patching, and policy enforcement.
Experience using an incident/service management system and working within established ticket priorities, service levels (SLAs), and escalation requirements.
Working knowledge of cybersecurity practices, including access controls, phishing awareness, endpoint protection, and security incident escalation.
Experience maintaining hardware, software, license, and IT asset inventories.
Ability to communicate (speak, read and write) effectively in English at an Advanced level and Spanish at an Intermediate to Advanced level in a business environment.
Ability to work flexible and extended hours, including nights, overtime, weekends and holidays, and respond to emergency calls as needed.
Ability to move across the different locations within the Terminal facilities in all weather conditions, including driving golf carts.
Ability to think logically, follow procedures and instructions, define problems, gather data, establish facts, and draw valid conclusions.
Self-starter with ability to analyze and solve problems in a constantly changing environment, perform under pressure, and establish and maintain effective working relationships.

Responsibilities

Responds to telephone calls, e-mails, remote support requests, and personnel requests for Level II technical support of domestic and international offices.
Documents, prioritizes, and tracks each issue in the incident/problem management system; works within established SLAs and escalation requirements and escalates complex, recurring, unresolved, or suspected security issues as appropriate.
Provides desktop and network support by identifying, troubleshooting, and resolving technical problems involving Windows, Microsoft 365, Active Directory/Entra ID, MFA, VPN and remote connectivity, printers, peripherals, wireless devices, and mobile devices.
Installs, configures, deploys, replaces, and removes equipment and software; supports endpoint management activities including device enrollment, software deployment, patching, and policy enforcement. This may include lifting equipment (PCs, printers, etc.) and boxing it for shipment or storage.
Supports user access and endpoint security requirements, follows established cybersecurity procedures, and promptly escalates suspected security events or unauthorized access concerns.
Participates in department rotating schedule to provide after-hours end-user support.
Maintains hardware, software, license, and IT asset inventories.
Trains employees on use of new hardware and software products, MFA, remote access, and other supported technology.
Special projects, technology deployments, and system upgrades as assigned by Management.
Additional duties as assigned.