Job Title: Desktop Support Technician

Job Purpose:
The Desktop Support Technician is responsible for providing efficient and effective second-line support to users. This role involves resolving support requests, ensuring customer satisfaction, and meeting continuous service delivery demands. The Desktop Support Technician works in a dynamic and fast-paced environment, providing support via phone, email, remote access, and in-person interactions with users, including walk-in users.

Position:
The position requires supporting multiple brands within the same office building and having the flexibility to travel between locations in Miami. The individual should seamlessly integrate with each team (Brand) and contribute to their success.

Main Duties and Responsibilities:
- Utilize extensive experience to diagnose and resolve software and hardware incidents, including operating systems such as iOS, Windows, and Mac, as well as a range of software applications, including off-the-shelf and business-specific applications.
- Assist all users with any IT-related incident promptly, taking ownership of issues by conducting problem analysis and implementing temporary or permanent fixes to restore service as quickly as possible. Escalate incidents to other support teams when necessary.
- Manage local inventory effectively.
- Accurately record, update, and document requests using the service desk system.
- Install, configure, and maintain equipment, including conducting MACD (Move, Add, Change, Deletion) processes and supporting new hire onboarding.
- Resolve incidents and perform upgrades on various software and hardware components, such as conference room AV equipment, printers, copiers, and scanners.
- Maintain a high level of customer service, ensuring efficient and appropriate treatment of all users.
- Communicate effectively with both technical and non-technical colleagues at all levels within the organization.
- Perform physical tasks, including lifting up to 40 pounds to a height of 3-4 feet for racking purposes or moving equipment within the office perimeter.

Requirements:
- Minimum of 5 years' proven experience as a deskside technician or in a similar role.
- Thorough knowledge of computer systems and IT components.
- Strong skills in providing MAC support (OSX) and delivering VIP level support with a white glove approach.
- In-depth knowledge of O365 user configuration and proficiency in "core" applications associated with this service.
- Experience with LAN networks and a good understanding of internet security and data privacy principles.
- Relevant certifications, such as CompTIA A+ or equivalent, are desirable.

Note: The job specification has been rewritten to improve clarity and conciseness while retaining the key responsibilities and requirements of the role.

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