Desktop Support Technician

Pomeroy; Miami (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Pomeroy in Doral, FL is seeking a Desktop Support Specialist to provide hands-on end-user support for hardware, software, and IT issues, with an emphasis on high-touch service for VIP users and executives. The role demands strong troubleshooting, excellent customer service, and the ability to manage incidents across multiple teams.

You will install, diagnose, and resolve incidents, coordinate escalations, support IT infrastructure projects, and participate in after-hours on-call rotations.

Qualifications

• 2+ years in desktop or deskside support or related IT role
• Hands-on troubleshooting of hardware, software, and end-user issues
• Exposure to network and server infrastructure
• Experience supporting high-priority or executive users
• Strong problem-solving, incident resolution, and escalation management
• Excellent communication with users at all levels
• Ability to work independently and with technical teams
• Familiarity with ITSM/ITIL processes
• Willingness to rotate on-call hours including nights and weekends

Responsibilities

• Provide deskside technical support for hardware, software, peripherals, and end-user technology issues
• Deliver high-touch, high-priority technical support to VIP users and executives
• Diagnose and resolve incidents; escalate complex issues to appropriate teams
• Coordinate and manage escalations across multiple support levels
• Identify recurring issues and recommend preventive solutions
• Implement and verify system changes, patches, and security measures
• Monitor patch compliance and maintain IT asset/configuration records
• Support IT infrastructure initiatives and service improvement projects
• Follow IT service management processes and procedures
• Communicate technical information clearly to users, teams, and stakeholders
• Collaborate with cross-functional teams to resolve complex issues
• Participate in rotating on-call to support after-hours incidents

Skills

Deskside support

End-user support

Troubleshooting

Customer service

VIP/executive support

ITIL

Communication

Education

Bachelor's degree or equivalent

Tools

ITSM tools

Job description

Schedule: Monday–Friday, 8:00 AM–5:00 PM

Additional Availability: Rotating on-call support for nights and weekends

Start Date: Immediate

Position Summary

We are seeking a Desktop Support Specialist to provide hands‑on technical support for end users, including hardware, software applications, and general IT‑related issues. This role requires strong troubleshooting skills, excellent customer service, and the ability to deliver high‑touch support to VIP users, including senior executives.

The ideal candidate has experience resolving technical incidents, managing escalations, supporting IT infrastructure, and working in a fast‑paced environment. Flexibility to support business‑critical operations outside standard business hours is required.

Key Responsibilities

• Provide deskside technical support for hardware, software applications, peripherals, and general end‑user technology issues.
• Deliver high‑touch, high‑priority technical support to VIP users, including senior executives.
• Diagnose and resolve technical incidents independently, escalating complex issues to the appropriate support teams when necessary.
• Coordinate and manage escalations across multiple technical support levels to ensure timely resolution.
• Identify recurring technical issues and recommend solutions to prevent future incidents.
• Implement and verify system changes, updates, patches, and security measures in accordance with established policies.
• Monitor patch compliance and help maintain accurate IT asset and configuration records.
• Support IT infrastructure initiatives, technical projects, and service improvement efforts.
• Follow established IT service management processes and procedures.
• Communicate technical information clearly to users, support teams, and stakeholders at all levels.
• Collaborate with cross‑functional technical teams to resolve complex issues and maintain service quality.
• Participate in a rotating on‑call schedule to support after‑hours incidents and business‑critical operations.

Required Qualifications

• At least 2 years of experience in desktop support, deskside technical support, or a related IT support role.
• Hands‑on experience troubleshooting hardware, software applications, and end‑user technology issues.
• Exposure to network and server infrastructure.
• Experience providing customer‑facing technical support, preferably in a high‑priority or executive support environment.
• Strong problem‑solving, incident resolution, and escalation management skills.
• Excellent verbal and written communication skills, with the ability to work effectively with users at all organizational levels.
• Ability to work independently while collaborating with technical teams to resolve complex issues.
• Familiarity with IT service management (ITSM) and ITIL processes.
• Ability to work rotating on‑call hours, including nights and weekends, as required to support 24x7 operations.

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent professional experience.
• ITIL Foundation certification or other relevant IT certifications.
• Experience with change management, patch management, security compliance, and configuration management.
• Experience supporting complex IT environments and participating in technical projects or service improvement initiatives.

Work Environment and Schedule

This is an on‑site opportunity based in Doral, Florida. The standard schedule is Monday through Friday, 8:00 AM to 5:00 PM, with rotating on‑call availability for nights and weekends. Candidates must be comfortable providing responsive technical support outside normal business hours when needed.