Help Desk Support Specialist

Gravity IT Resources; Miami (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Gravity IT Resources is seeking an IT Support Specialist in Miami to provide first-level technical assistance to end users via phone, email, and chat. You will troubleshoot hardware, software, printers, and network issues, documenting steps and resolutions for tickets.

You will escalate complex problems to higher-level teams while maintaining professional customer service and timely responses. The role may require overtime or weekend coverage as needed.

Qualifications

• Entry experience in a corporate IT support or help desk environment.
• Experience working with ticketing systems.
• Experience documenting technical support issues and resolutions.
• Broad knowledge of common operating systems and application software.
• Working knowledge of desktop and laptop computers.
• Experience troubleshooting printers and network connectivity issues.
• Basic understanding of voice and data communication systems.
• Strong written and verbal communication skills.
• Ability to troubleshoot issues independently and elevate when appropriate.

Responsibilities

• Provide first-level IT support to end users via phone, email, and chat.
• Troubleshoot and resolve hardware, software, desktop, laptop, printer, and network issues.
• Troubleshoot voice and data communication systems.
• Create clear, concise, and informative service tickets.
• Document troubleshooting steps, resolutions, and technical information accurately.
• Escalate issues to the appropriate support team when necessary.
• Follow up on open tickets in a timely manner.
• Take ownership of issues and pursue them through to resolution.
• Provide professional and responsive customer service to end users.
• Work overtime and occasional weekends as needed.

Skills

Ticketing systems

Communication skills

Independent troubleshooting

End-user support

Tools

Desktop/Laptop hardware

Voice/Data systems knowledge

Job description

The IT Support Specialist provides first-level technical support to end users via telephone, email, and chat. This position is responsible for troubleshooting and resolving hardware, software, and voice/data communication issues while providing timely, professional support. The ideal candidate has a broad understanding of desktop technology, operating systems, applications, printers, and networks.

Responsibilities

• Provide first-level IT support to end users via phone, email, and chat.
• Troubleshoot and resolve hardware, software, desktop, laptop, printer, and network issues.
• Troubleshoot voice and data communication systems.
• Create clear, concise, and informative service tickets.
• Document troubleshooting steps, resolutions, and technical information accurately.
• Escalate issues to the appropriate support team when necessary.
• Follow up on open tickets in a timely manner.
• Take ownership of issues and pursue them through to resolution.
• Provide professional and responsive customer service to end users.
• Work overtime and occasional weekends as needed.

Required Qualifications

• Entry experience in a corporate IT support or help desk environment.
• Experience working with ticketing systems.
• Experience documenting technical support issues and resolutions.
• Broad knowledge of common operating systems and application software.
• Working knowledge of desktop and laptop computers.
• Experience troubleshooting printers and network connectivity issues.
• Basic understanding of voice and data communication systems.
• Strong written and verbal communication skills.
• Ability to troubleshoot issues independently and elevate when appropriate.