Tier 1 System Administrator

Watsco, Inc; Miami (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

Watsco Inc. in Miami, FL is seeking a customer-focused Tier 1 Helpdesk Analyst to provide frontline technical support, prepare employee devices, and maintain accurate ticket and asset records.

This role is the first point of contact for staff and will escalate complex issues to engineers as needed. Ideal candidates have 1–2 years of helpdesk or desktop support experience, strong knowledge of Windows and Microsoft 365, and solid communication and documentation skills.

Qualifications

• 1–2 years of helpdesk or desktop support experience.
• Experience with Windows, Microsoft 365, and basic networking.
• Strong written communication and documentation skills.
• Ability to follow runbooks and identify security concerns.

Responsibilities

• Provide frontline technical support to employees.
• Fulfill standard service requests and device prep.
• Maintain accurate ticket and asset records.
• Escalate complex issues to engineers as needed.
• Occasional local travel between sites.

Skills

Helpdesk experience

Desktop support

Customer service

Troubleshooting

Written communication

Documentation

Prioritization

Follow-through

Tools

Intune

Autopilot

Entra ID

Proofpoint

Atlassian

Zoom

ITSM platforms

Job description

Watsco Inc. is the largest distributor of air conditioning, heating and refrigeration equipment and related parts and supplies in the HVAC/R distribution industry. We serve over 125,000 contractor-customers through our nearly 700 locations where more than 7,400 team members bring essential, sustainable comfort to families and businesses across the Americas. At Watsco, we recognize our responsibility to help drive the transition to a lower carbon future. That’s why we are committed to providing high efficiency, low carbon HVAC equipment and energy-saving parts and supplies to households and businesses across the Americas. Since January 2020, Watsco’s sales of high efficiency equipment has reduced future CO2e emissions by over 19.2 M MT. Learn more about our impact and how you can become part of this transformation at www.watsco.com/environment

Position Summary

Seeking a customer-focused Tier 1 Helpdesk Analyst to provide frontline technical support, fulfill standard service requests, prepare employee devices, and maintain accurate ticket and asset records. This role is the first point of contact for employees and resolves documented issues while escalating complex, privileged, infrastructure, and security matters to the appropriate engineer.

Key Responsibilities

And here is what you will need to be successful:

Required Qualifications

• 1–2 years of helpdesk, desktop support, or equivalent practical experience; strong candidates with relevant training may be considered.
• Working knowledge of Windows, Microsoft 365, common endpoint hardware, networking fundamentals, MFA, VPN, printers, and remote-support tools.
• Demonstrated customer service, troubleshooting, written communication, documentation, prioritization, and follow-through.
• Ability to follow runbooks, protect confidential information, recognize security concerns, and elevate outside delegated authority.
• Ability to lift and install typical computer equipment and travel between local sites if required, with reasonable accommodation.

Preferred Qualifications

• Experience with Intune, Autopilot, Entra ID, Proofpoint, Atlassian, Zoom, and IT service-management platforms.
• CompTIA A+, Network+, Security+, Microsoft fundamentals, or ITIL Foundation certification.
• Experience supporting multi-site, retail, warehouse, or hybrid-work environments.

Working Conditions

This role may require scheduled after-hours work, participation in incident response, and local travel as stated above. Duties may evolve with business needs. Reasonable accommodations will be provided in accordance with applicable requirements.

Hiring for these locations:

2665 S. Bayshore Dr Suite 901, Coconut Grove , Florida 33133 , United States

EEO is the Law

Status

Full-Time