Information Technology Service Desk

Insight Global; Boca Raton (FL); On-site; USD 52,000 - 75,000; Full time

Job summary

Newsmax is seeking an IT Service Desk Technician to join our Boca Raton, FL team. The role focuses on delivering reliable first-line IT support to front-line employees, troubleshooting hardware and software, and maintaining workstations.

Ideal candidates possess 5+ years in service/help desk, experience with Windows/Mac OS, Office 365 and Google Suite, and strong customer-service skills. Local candidates preferred with occasional after-hours support and <15% travel.

Qualifications

• 5+ years of Service/Help Desk experience (customer face to face experience).
• Support of PC and Mac OS - enterprise level.
• Familiarity with IT Service Desk functionality and maintenance procedures.
• Experience with IT consulting or customer service; ability to work in a cross-functional team.

Responsibilities

• Provide IT service desk and technical support to users.
• Create and manage tickets; coordinate with customers and teams.
• Maintain in-house and remote computer systems, desktops, and peripherals.
• Troubleshoot PC and software issues and provide end-user training where required.
• Install, configure, test, and maintain end-user hardware and software.

Skills

Customer-facing

Problem-solving

Team collaboration

Education

CompTIA A+

ITIL Foundations

Tools

MS Office 365

Google Workspace

Endpoint management

Mobile device management

Ticketing system

Printer/PC mapping

Job description

• 5+ years' Service/Help Desk experience (customer face to face experience)
• Level 2-3
• Problem-solving skills
• Support of PC and Mac OS - enterprise level
• Mobile device manager - ABMF or something similar
• Support of MS Office Suite/O365/Google Suite
• Maintain accurate records using a ticket management system
• Understanding of current principles and practices of IT support
• Familiarity of IT Service Desk functionality and maintenance procedures
• Experience with IT consulting or customer service
• Ability to work in a collaborative, cross-functional team environment
• Printer/computer experience example: Map a printer with a PC
• Endpoint management experience

Team of 2

Plusses:

• O365 Migration
• AP ENPS
• Certifications
• CompTIA A+
• ITIL Foundations or above - business processes

Day to Day:

Newsmax is seeking an IT Service Desk Technician local to Boca Raton FL. We are seeking candidates that are motivated, self-starters, work well autonomously as well as within a team. They must be skilled at problem solving with a customer-focused mindset. Candidates should be comfortable communicating with front line employees, empathetic and great, active listeners. Demonstrate knowledge with complex systems and processes while thriving in a fast-paced, evolving environment.

Responsibilities:

• Provide IT service desk and technical support to users
• Tickets in the queue so schedule with customers, compliance projects/backend, endpoints physically mapped out
• Maintain in-house and remote computer systems, desktops, and peripherals. This includes installing, upgrading, and repairing all hardware and equipment while optimizing system performance.
• Troubleshoot problem areas accurately and provide end-user training where required.
• Evaluate and respond to service requests in a timely manner with a resolution.
• Perform analysis and diagnosis of routine PC problems for end-users.
• Recommend and implement solutions.
• Install, configure, test, maintain, and troubleshoot end-user workstation software/hardware, networked peripheral devices, and networking software/hardware products.
• Maintain an inventory of all IT assets including the history of hardware failure, repair, installation, and removal.
• Construct and test customized configurations based on different platforms and operating systems.
• Monitor and test PC performance and provide statistics and reports.
• Maintain communications with end-users to ensure systems meet our needs with guidance, perform periodic system maintenance
• Place vendor service calls to resolve hardware or software failures
• Coordinate with end-users and technical staff to maintain systems that use industry best practices to meet our goals, while maintaining the security of the data, system, and network.
• Produce metrics, project status reports, and operating status reports for management and team members
• Perform and document routine problem analysis and resolution design for systems
• Support, communicate, and defend the values and culture of the organization
• Maintain and enforce network and information security in accordance with company policy
• Extended or after-hours support is required
• Occasional travel to other sites required <15%