Support Services Specialist I (Help Desk)

Leon Medical Centers•Miami, FL

About The Position

We are seeking a proactive, customer-focused IT Help Desk Technician to join our team. In this role, you will be the first point of contact for employees who need technical assistance. You’ll diagnose issues, provide clear solutions, and ensure a positive user experience while supporting a wide range of systems, applications, and devices.

Requirements

2+ years of experience as a Service Desk Technician, IT Support Specialist, or similar technical support role
Strong technical aptitude with knowledge of office productivity tools, databases, and remote‑support software
Solid understanding of computer systems, including Windows 7/8/10, mobile devices, and common tech peripherals
Ability to diagnose and resolve basic hardware, software, and networking issues.

Nice To Haves

CompTIA A+
ITIL Foundation

Responsibilities

Respond to user inquiries via phone, email, or ticketing system with professionalism and urgency.
Keep users informed by clearly communicating updates, troubleshooting steps, and resolution timelines.
Evaluate and identify issues related to hardware, software, applications, or user error.
Perform research using internal documentation and knowledge bases to resolve incidents.
Escalate inquiries to appropriate technical teams when needed, ensuring timely follow‑up.
Track the status of tickets and facilitate smooth handoffs between teams.
Ensure users are notified promptly of progress and final resolution.
Document issues and solutions to support continuous improvement.
Collect and analyze service trends to help identify recurring issues.
Recommend process or system improvements to enhance user experience.
Maintain and expand job knowledge by participating in training opportunities, cross-training, and IT lear