IT Service Desk Specialist - Frontline Support

Noven Pharmaceuticals; Miami (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

Noven Pharmaceuticals is seeking a first/second line IT Help Desk Technician in Miami to provide prompt technical support to internal staff on hardware, software, and network issues. You will log, track, and resolve incidents, while maintaining asset records and documenting solutions.

The role emphasizes customer service and teamwork in a fast-paced office environment. Responsibilities include issuing accounts and passwords, troubleshooting Windows-based systems, MS Office apps, Outlook, Teams,

Qualifications

• High school diploma or GED required with 2+ years in IT service desk or call center.
• Industry certifications (CompTIA A+ or Microsoft) preferred.

Responsibilities

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
• Receiving, logging, and managing calls from internal staff via telephone and email.
• Maintain an Asset Database and track changes.
• Troubleshoot IT related problems from in-house software to hardware such as Phones, Laptops, PCs and Printers.
• Troubleshoot basic network issues.
• Escalate unresolved calls to the infrastructure support team.
• Log all calls in the Service Desk call logging system (Track-IT).
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide basic in-house training in MS Office applications.
• Publish support documentation to assist staff with requests for information and provide staff training if required.
• Create user accounts, reset passwords, create groups, etc.
• Arrange for external technical support where problems cannot be resolved in-house.
• Utilize remote control utilities to provide remote technical support.
• Provide end users with updates on inquiries not immediately resolved.
• Follow-up with end users to ensure problem resolution and customer satisfaction.
• Willing to work shifts to accommodate coverage needs.

Skills

Customer service

Communication skills

Education

High school diploma or GED

CompTIA A+ / Microsoft certifications (preferred)

Tools

Windows XP

Windows 7

Windows 10

Windows 11

Microsoft Office

Outlook

Microsoft Teams

Intune

SCCM

Dameware

Track-IT

Job description

Noven Pharmaceuticals is seeking a first/second line IT Help Desk Technician in Miami to provide prompt technical support to internal staff on hardware, software, and network issues. You will log, track, and resolve incidents, while maintaining asset records and documenting solutions.

The role emphasizes customer service and teamwork in a fast-paced office environment. Responsibilities include issuing accounts and passwords, troubleshooting Windows-based systems, MS Office apps, Outlook, Teams,