Service Desk Technician Tier 1 - Miami, Florida
About The Position
As an IT Service Technician Tier 1, you will be the first point of contact for clients experiencing technical issues. You'll work directly with end users via phone, email, chat, and occasionally onsite at client locations to troubleshoot and resolve technical issues, fulfill service requests, and provide exceptional customer service. When needed, you'll escalate more complex problems to Tier 2 or Tier 3 technicians while continuing to support clients across a variety of technologies and environments. This is a hybrid position based out of our Miami office. Team members are expected to work onsite approximately three days per week and may also be required to provide support at client locations as business needs dictate. Remaining work may be performed remotely when not scheduled for office or client-site responsibilities.
Requirements
- 2–3 years of IT Help Desk, MSP, or related technical support experience (internships, school-based IT work, certifications, or strong customer service with technical aptitude may be considered).
- Intermediate troubleshooting of Windows and/or Mac systems.
- Intermediate knowledge of Microsoft 365 administration, including user management and common administrative tasks.
- Familiarity with Active Directory, Microsoft Intune, and endpoint management concepts.
- Clear written and verbal communication skills.
- A strong willingness to learn and grow.
- A personal cellphone for MFA
- A reliable internet connection
Nice To Haves
- IT-related coursework or certifications (CompTIA A+, Network+, or equivalent).
- Previous MSP or Help Desk experience.
Responsibilities
- Troubleshooting and resolving hardware, software, and connectivity issues.
- Assisting with user account administration, password resets, MFA, Active Directory, Microsoft 365, and Intune-related tasks.
- Supporting workstation deployments, software installations, and endpoint management activities.
- Providing remote support and occasional onsite support at client locations as needed.
- Documenting work performed, troubleshooting steps, and resolutions within our ticketing system.
- Collaborating with senior technicians and team leads to deliver exceptional client service and continue developing your technical skills.
- Participating in a variety of IT projects and operational initiatives as business needs require.
Benefits
- 3 Weeks of Paid Time Off (combined vacation and sick time, accrued and subject to manager approval)
- Healthcare Options with 75% of your premium covered
- Dental & Vision Insurance
- Group Life Insurance
- 401(k) with up to 4% company match and immediate vesting
- Training & Certification Reimbursement to support your career growth
- Company-Provided Computer & Peripherals
- Monthly Mobile Phone Stipend
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
