Desktop Support Engineer (Full-Time) – Miami, FL- USA

Axiom Technologies Pty Ltd.; Miami (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

Axiom Technologies in Miami, FL is seeking a Desktop Support Engineer (Full-Time) to deliver on-site first- and second-level IT support. The role centers on triaging tickets, resolving hardware and software issues promptly, and coordinating with technicians to maintain service levels.

Ideal candidates have 3+ years of field support experience, strong customer service and communication skills, and certifications such as A+, Cisco or Microsoft. Flexibility for varying shifts is required.

Qualifications

• 3+ years of IT infrastructure field support experience.
• On-site desktop support and end-user issue triage.
• Update ServiceNow and knowledge bases promptly.
• A+ certification and at least one Cisco or Microsoft certification.

Responsibilities

• Provide first- and second-level IT support on-site in Miami.
• Troubleshoot hardware, software, and OS issues with minimal downtime.
• Coordinate with technicians and escalate when needed.
• Maintain high customer satisfaction and compliance with policies.
• Log incidents in ServiceNow and assist with IMAC tasks.

Skills

Desktop support

Customer service

Troubleshooting

Communication

Multitasking

Independent work

Tools

ServiceNow

Office 365

A+ Certification

Cisco cert

Microsoft cert

Job description

Axiom Technologiesis a Global IT Services partner supporting medium- to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com

Location: Miami, FL (On-site)
Contract Type: Independent Contractor /Full Time
Start Date: Immediate
Eligibility: U.S. Citizens and Green Card Holders Preferred

About the Role:

The Desktop Support Engineer (Full-Time) role provides first- and second-level technical support while managing the efficient assignment and dispatch of service requests. This on-site role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

Key Responsibilities:

• 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
• Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests
• Escalate issues as appropriate and act as a technical escalation for the end user
• Maintain a high level of customer satisfaction
• Comply with the desktop group practices and procedures
• Update ServiceNow and other data repositories (e.g., knowledge base) as appropriate promptly.
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Responsible for compliance with applicable corporate policies and procedures
• Maintain productive relationships with peers and management in IT and the clients whose issues are being worked on
• Follow the processes and practices established for the group
• Coordinate and consult with client areas to help analyze problems and needs and recommend technical solutions
• Perform intermediate-to-advanced IMAC (installs, moves, adds, changes) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, POS devices, etc.
• Perform intermediate-to-advanced deskside support services, installing and troubleshooting hardware, software, and network-related issues
• Handle software installation/support/upgrades
• Provide 1st/2nd level Help Desk support
• Perform basic LAN and internetworking-related activities
• Have strong internetworking and troubleshooting skills
• Have A+ certification & at least one certification from either Cisco or Microsoft
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
• Must be a self-starter and can manage multiple tasks
• Exceptional customer service skills
• Good communication skills
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible work schedules
• High-level skill set
• Outstanding people skills
• Self-starter; needs to be able to work on his/her own
• Proficient in Windows 10 & 11 and Office Suite/O365

Job Features

Job Category

Technical