Support Services Specialist I (Help Desk)

Leon Medical Centers • Miami, FL

2d

About The Position

We are seeking a proactive, customer-focused IT Help Desk Technician to serve as the first point of contact for employees needing technical assistance. The role diagnoses issues, provides clear solutions, and supports a wide range of systems, applications, and devices while ensuring a positive user experience.

Requirements

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

Nice To Haves

• CompTIA A+ certification.
• ITIL Foundation certification.

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.
• Research internal documentation and knowledge bases to resolve incidents.
• Escalate inquiries to appropriate technical teams when needed and ensure timely follow-up.
• Track ticket status and facilitate smooth handoffs between teams.
• Notify users promptly about progress and final resolutions.
• Document issues and solutions to support continuous improvement.
• Collect and analyze service trends to identify recurring issues.
• Recommend process or system improvements to enhance user experience.
• Maintain and expand job knowledge through training opportunities, cross-training, and IT learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed