Service Desk Analyst

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

Miami, United States | Posted on 09/08/2026

• 1+ years of service desk/support experience
• Candidate must 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.

Preferred Skills

• Service Desk experience required.
• Experience in providing high-level customer service.
• Knowledge of Track It System.
• Ability to work in a team environment.
• Basic knowledge of network administration.