Service Desk Technician II: Global IT Support & Growth Path

Seaboard Marine; Miami (FL); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

401(K) Match

Medical Insurance

Dental Insurance

Vision Insurance

Tuition Reimbursement

Life Insurance

Supplemental Medical Coverage

Paid Time Off

Parental Leave

Paid Holidays

Employee Assistance Program

Flexible Spending Accounts

Job summary

Seaboard Marine seeks a Service Desk Technician II to provide Level II end-user support across domestic and international sites. You will diagnose, troubleshoot, and resolve issues involving PCs, printers, software, and mobile devices while documenting incidents and adhering to SLAs.

You will install, configure, and manage equipment, deploy software, and enforce endpoint security. Strong English and Spanish communication, after-hours availability, and mobility across locations are required.

Qualifications

• Experience installing, configuring, troubleshooting, and supporting PCs, printers, peripherals, and mobile devices.
• Experience supporting Windows 11/current Windows desktop OS and Microsoft 365.
• Experience supporting Active Directory/Entra ID, including user accounts, password resets, group membership, and access issues.
• Experience supporting MFA, VPN, remote access, and remote support tools.
• Familiar with endpoint management, including device enrollment, software deployment, patching, and policy enforcement.
• Experience using an incident/service management system and working within ticket priorities, SLAs, and escalation requirements.
• Working knowledge of cybersecurity practices, including access controls, phishing awareness, endpoint protection, and security incident escalation.
• Experience maintaining hardware, software, license, and IT asset inventories.
• Ability to communicate in English at an Advanced level and Spanish at an Intermediate to Advanced level in a business environment.
• Ability to work flexible and extended hours, including nights, overtime, weekends and holidays, and respond to emergency calls as needed.

Responsibilities

• Responds to telephone calls, e-mails, remote support requests, and personnel requests for Level II technical support of domestic and international offices.
• Documents, prioritizes, and tracks each issue in the incident/problem management system; works within SLAs and escalation requirements.
• Provides desktop and network support by identifying, troubleshooting, and resolving problems involving Windows, Microsoft 365, Active Directory/Entra ID, MFA, VPN and remote connectivity, printers, peripherals, and mobile devices.
• Installs, configures, deploys, replaces, and removes equipment and software; supports endpoint management activities including device enrollment, software deployment, patching, and policy enforcement.
• Supports user access and endpoint security requirements, follows cybersecurity procedures, and escalates suspected security events or unauthorized access concerns.
• Participates in department rotating schedule to provide after-hours end-user support.

Skills

Windows 11

Active Directory/Entra ID

MFA

VPN

Endpoint management

Incident management system

Cybersecurity practices

IT asset inventories

English (Advanced)

Spanish (Intermediate)

Communication

Tools

Microsoft 365

Entra ID

Ticketing system

Endpoint security tools

Job description

Seaboard Marine seeks a Service Desk Technician II to provide Level II end-user support across domestic and international sites. You will diagnose, troubleshoot, and resolve issues involving PCs, printers, software, and mobile devices while documenting incidents and adhering to SLAs.

You will install, configure, and manage equipment, deploy software, and enforce endpoint security. Strong English and Spanish communication, after-hours availability, and mobility across locations are required.