Desktop Support Specialist

Stefanini Group; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Stefanini Group is seeking an experienced deskside IT support specialist in Miami, FL to deliver swift, on-site problem resolution for client workstations and mobile devices. The role requires hands-on Windows and macOS support, driver and printer troubleshooting, and strong customer service in a financial environment.

You will work with global teams, document workflows, and participate in disaster recovery exercises to ensure reliable service levels.

Qualifications

• 5+ years of Desktop Support/IT Helpdesk experience.
• Experience with printers, PCs and laptops troubleshooting and repair.
• Hands-on support for Windows 7/10/11 and macOS.
• Windows migration experience.

Responsibilities

• Provide swift and professional deskside IT support.
• On-site analysis, diagnosis, and resolution of desktop problems with corrective actions.
• Install, configure, test, maintain, monitor, and troubleshoot client workstations and mobile devices.
• Record, update, and resolve tickets using the Helpdesk ticketing system.
• Collaborate with global support groups to troubleshoot client issues.
• Utilize tools for building, monitoring, and troubleshooting client devices.
• Participate in disaster recovery testing exercises.
• Maintain logging, reporting, and monitoring procedures for desktop operations.
• Create Knowledgebase articles documenting technical support and client issues.
• Meet or exceed customer service levels.

Skills

Strong communications skills

Customer service

Teamwork

Analytical skills

Tools

ServiceNow

Job description

• Provide swift and professional deskside IT support
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilize tools for building, monitoring and troubleshooting client devices
• Participate in Disaster recovery testing exercises
• Upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels

Requirements:

• Minimum 5+ years of relevant experience in a Desktop Support/IT Helpdesk role.
• Experience configuring, installing, troubleshooting and repairing printers, PC and laptops.
• Hands on experience with Win 7, Win 10, Win 11 and MAC OS support.
• Windows Migration.
• Hardware/Software Troubleshooting
• Experience with VPN, Soft Phones, Remote Desktop, VDI.
• Asset Tracking/Inventory Management
• Phone and Tablet support (Windows, iPhone, iOS, Android)
• Experience with Ticketing System (ServiceNow).
• Strong Communications Skills
• Excellent proven track record supporting clients in a financial environment.
• Excellent proven customer service based approach
• Good written and verbal communication skills
• Strong organizational and analytical skills
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team