Tier 1 System Administrator

Watsco•Coconut Grove, 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 and resolves documented issues while escalating complex, privileged, infrastructure, and security matters to the appropriate engineer. The position supports employees through phone, portal, email, and walk-up channels; troubleshoots common endpoint, software, and connectivity issues; and handles standard access and equipment requests using approved procedures. It also supports employee lifecycle checklists, device deployment and recovery, records and inventory maintenance, operational activities, and coordination with vendors and managed service providers. The role follows security, change, privacy, data-handling, and acceptable-use requirements and may involve scheduled after-hours work, incident response, and local travel. Watsco describes itself as the largest distributor of air conditioning, heating and refrigeration equipment and related parts and supplies in the HVAC/R distribution industry. It serves more than 125,000 contractor-customers through nearly 700 locations, with more than 7,400 team members. The company states a commitment to providing high-efficiency, low-carbon HVAC equipment and energy-saving parts and supplies, and reports that sales of high-efficiency equipment since January 2020 have reduced future CO2e emissions by over 19.2 million metric tons.

Requirements

1–2 years of helpdesk, desktop support, or equivalent practical experience; 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 matters 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.