HelpDesk Technician

ZIM Integrated Shipping Services Ltd.; Miami, Northern (FL, KY); On-site; USD 42,000 - 65,000; Full time

Job summary

ZIM Integrated Shipping Services Ltd. in the Americas seeks a MIS Technician to support the desktop computer environment and respond to Tier 1–2 incidents for end users at ZIM offices. The role focuses on hardware, software, printers, and remote tools to keep operations running smoothly.

You will image PCs, deploy them to users, manage patches and upgrades, and maintain documentation. This is a customer‑oriented, high-interaction position with a strong emphasis on incident response and service

Qualifications

• Associates degree required; 2+ years related experience or equivalent.
• Certifications such as Microsoft or CompTIA A+ recommended.
• This is not a remote position.

Responsibilities

• Provide Tier 1 and Tier 2 desktop hardware, software and printer support.
• Image and deploy corporate PC images to end users; maintain stock of deployable machines.
• Troubleshoot hardware/software problems and printing issues; escalate when needed.
• Proactively communicate ticket status and resolutions to end users.
• Apply patches, upgrades, and configure system software supporting ZIM infrastructure.
• Document configurations and procedures; support project teams during PM phases.

Skills

Help desk support

Desktop hardware

Desktop software

Printer support

Incident management

Remedy ITSM

Education

Associates Degree (A.A.)

Microsoft Certification

CompTIA A+ Certification

Tools

Remedy ITSM

Job description

Main Purpose of the Role:

The MIS technician supports the desktop computing environment for ZIM offices in the Americas. This position is an integral part of the service desk function responding to tier 1 and tier 2 technical incidents and requests submitted by the end users in those locations. This involves hardware and software support, network printers, and the associated management tools to remotely support that environment. Assists end users in the replacement and troubleshooting of internal systems. This position is highly customer-oriented with a great amount of interaction with the client.

Major Areas of Responsibility:

As a service desk team member, this position provides Tier 1 and Tier 2 support for desktop hardware, software and printer support; works with the help desk coordinator to maintain the daily operation of the Help Desk; handles maintenance and warranty items on computer equipment; identifies, researches and resolves complex technical issues; creates and responds to help desk tickets in Remedy System.

Main Tasks:

• Reacts to and responds to requests and incidents submitted to the Help Desk queue in Remedy.
• Images PCs with corporate image and deploys to end user. Responsible for maintaining adequate quantities of machines that can be readily deployed.
• Troubleshoots hardware and software problems, printing issues, escalates issues to technology peers or manager if unable to resolve
• Proactively communicates with end users regarding ticket status and/or resolution.
• Apply patches and upgrades as needed or requested; upgrade and configure system software that supports ZIM infrastructure applications.
• Maintain operational configurations and perform periodic performance reporting (to support capacity planning).
• Perform hardware upgrades and/or facilitate warranty replacements as required.
• Assist project teams during Initiation, Planning, and Implementation phases of our standard Project Management Methodology. Activities include requirements gathering; research, design & development; benefit and risk analysis; technical strategy; and support of operations staff during testing and implementation.
• Evaluate, create, and maintain appropriate reference material to ensure operational configurations, procedures and diagrams are accurately documented.
• Share, communicate, and train coworkers on procedures to ensure understanding within the department.

Requirements

Required Experience:

• Associates Degree (A.A.) from a two-year college or university;
• Minimum of two (2+) years related experience and/or training; or equivalent combination of education and experience.
• Appropriate technical certifications (Microsoft, CompTiA A+) are recommended.
• This is NOT a remote position

I agree that you can keep my data for an extended time period so that it will be easier for you to contact me about job opportunities.

IT teams design and implement tools supporting ZIM’s business needs and growth, serve internal and external users, create, and maintain infrastructure systems and applications.

IT aims to maintain 24/7 availability of IT systems, protect ZIM from cyberattacks, develop and implement innovative systems and advanced AI solutions.