Tier 1 System Administrator

Watsco, Inc.•Miami, FL

About The Position

Watsco Inc. is seeking a customer-focused Tier 1 Helpdesk Analyst to provide frontline technical support, fulfill standard service requests, prepare employee devices, and maintain accurate ticket and asset records. The role is the first point of contact for employees, resolving documented issues and escalating complex, privileged, infrastructure, and security matters to the appropriate engineer. The position supports employees through phone, portal, email, and walk-up channels. It troubleshoots Windows endpoints and common business applications and hardware, prepares and deploys devices, supports employee onboarding and offboarding under approved procedures, and maintains service and asset records. It also contributes to endpoint and operational activities under engineer direction, coordinates vendor cases, and follows security, change, privacy, data-handling, and acceptable-use requirements. The role may require scheduled after-hours work, incident-response participation, and local travel between sites if required. Duties may evolve with business needs, and reasonable accommodations will be provided in accordance with applicable requirements.

Requirements

1–2 years of helpdesk, desktop support, or equivalent practical experience; strong candidates with relevant training may be considered.
Working knowledge of Windows, Microsoft 365, common endpoint hardware, networking fundamentals, MFA, VPN, printers, and remote-support tools.
Demonstrated customer service, troubleshooting, written communication, documentation, prioritization, and follow-through.
Ability to follow runbooks, protect confidential information, recognize security concerns, and escalate outside delegated authority.
Ability to lift and install typical computer equipment and travel between local sites if required, with reasonable accommodation.

Nice To Haves

Experience with Intune, Autopilot, Entra ID, Proofpoint, Atlassian, Zoom, and IT service-management platforms.
CompTIA A+, Network+, Security+, Microsoft fundamentals, or ITIL Foundation certification.
Experience supporting multi-site, retail, warehouse, or hybrid-work environments.

Responsibilities

Monitor phone, portal, email, and walk-up support channels; log, categorize, prioritize, and own tickets through resolution or documented escalation.
Troubleshoot Windows endpoints, Microsoft 365 applications, browsers, VPN, printers, peripherals, conferencing tools, Zoom, Atlassian, and approved business software.
Resolve standard password, MFA, access, email-release, software-installation, and connectivity requests using approved procedures and least-privilege access.
Prepare, deploy, recover, and reimage laptops, desktops, mobile devices, docks, monitors, and other workplace technology.
Execute approved onboarding, role-change, and offboarding checklists, including equipment preparation, standard licenses, approved groups, asset return, and account-disablement steps when authorized.
Maintain accurate ticket notes, user communications, asset assignments, inventory, loaner stock, warranty details, and knowledge articles.
Identify outages, duplicate incidents, recurring issues, phishing, suspected compromise, or policy exceptions and escalate promptly.
Support patching, endpoint compliance, software deployments, office moves, conference rooms, and other operational activities under engineer direction.
Coordinate warranty, vendor, and MSP cases and validate service restoration before closure.
Follow security, change, privacy, data-handling, and acceptable-use requirements; participate in cross-training and recovery exercises.