IT Service Desk Specialist II - Customer-Centric Tech Support

Renuity, LLC; Fort Lauderdale (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

Renuity, LLC is seeking an IT Helpdesk professional to deliver exceptional customer service and troubleshoot incidents across Windows, macOS, iOS, and iPadOS environments. You will collect information, communicate with customers, and escalate issues as needed while maintaining SLA compliance.

Join a collaborative Technology Services team supporting Renuity divisions nationwide. This on-site role requires hands-on hardware lifecycle management, inventory audits, and strong policy adherence.

Qualifications

• Technical degree in information systems, computer science or related field.
• 2–4+ years of information technology experience.
• Supporting Windows, macOS, iOS, and iPadOS.
• Knowledge of M365, Teams, SharePoint, OneDrive.

Responsibilities

• Deliver the highest level of exceptional customer service throughout every customer interaction.
• Respond promptly to service requests and incidents, ensuring timely and effective resolution.
• Conduct initial problem diagnosis, providing accurate troubleshooting for incidents and service requests related to supported software, hardware, and technology infrastructure.
• Gather relevant information using organizational tools, customer conversations, and support tools; communicate with customers through various channels to ensure clarity.
• Escalate complex issues swiftly when necessary and document detailed notes in the ticketing system for reference by other staff.
• Adjust priority levels based on incident criticality and SLA, and accurately categorize incidents and requests.
• Foster a positive customer support experience and provide ongoing progress updates with professional demeanor.
• Track hardware and software throughout their lifecycle: procurement, deployment, relocation, maintenance, and decommissioning.
• Perform regular audits and physical inventory counts of IT assets to ensure data accuracy.
• Support operating systems including Windows, macOS, iOS, and iPadOS.
• Adhere to corporate policies and procedures to guarantee compliance across all support activities.
• Act as the primary local contact for the Service Desk within the collocated division, addressing technology-related requests and inquiries.
• Engage actively in Technology Services team meetings and collaborate with peers to enhance service delivery.

Skills

Windows support

macOS support

iOS/iPadOS support

M365 suite

Education

Technical degree in information systems, computer science or related field

Tools

Teams

SharePoint

OneDrive

Azure

Job description

Renuity, LLC is seeking an IT Helpdesk professional to deliver exceptional customer service and troubleshoot incidents across Windows, macOS, iOS, and iPadOS environments. You will collect information, communicate with customers, and escalate issues as needed while maintaining SLA compliance.

Join a collaborative Technology Services team supporting Renuity divisions nationwide. This on-site role requires hands-on hardware lifecycle management, inventory audits, and strong policy adherence.