Help Desk & Support Specialist — Customer‑Focused

Pivotal Solutions; Miami (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Pivotal Solutions in Miami, FL is seeking an enthusiastic service desk specialist to deliver frontline IT support. You will respond to end-user requests via phone or email, document all incidents, and provide timely updates while escalating issues when needed.

The ideal candidate has 1+ years of service desk experience, excellent communication skills, and a solid working knowledge of Microsoft Windows and Office products. Shift coverage is required to meet business needs.

Qualifications

• 1+ years of service desk/support experience.
• Possess superior customer service skills.
• Possess excellent written and verbal communication skills.
• Demonstrate good judgment and strong attention to detail.
• Respond to customer’s service requests received via phone or E-mail.
• Document and log all support requests received by the Service Desk.
• Ability to problem solve and or elevate support requests.
• Research questions using available information resources.
• Utilize remote control utilities to provide remote technical support.
• Provide end user with updates on inquires not immediately resolved.
• Follow-up with end users to ensure problem resolution and customer satisfaction.
• Candidate must have experience working with the functions and features of Microsoft Operating Systems and Office products.
• Willing to work shifts to accommodate coverage needs.

Responsibilities

• Respond to customer’s service requests received via phone or E-mail.
• Document and log all support requests received by the Service Desk.
• Ability to problem solve and or elevate support requests.
• Research questions using available information resources.
• Utilize remote control utilities to provide remote technical support.
• Provide end user with updates on inquires not immediately resolved.
• Follow-up with end users to ensure problem resolution and customer satisfaction.

Skills

Service desk

Customer service

Communication

Problem solving

Remote support

Microsoft OS/Office

Team player

Tools

Track It System

Job description

Pivotal Solutions in Miami, FL is seeking an enthusiastic service desk specialist to deliver frontline IT support. You will respond to end-user requests via phone or email, document all incidents, and provide timely updates while escalating issues when needed.

The ideal candidate has 1+ years of service desk experience, excellent communication skills, and a solid working knowledge of Microsoft Windows and Office products. Shift coverage is required to meet business needs.