VIP Executive Desktop Support – On‑Call

Pomeroy; Miami (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Pomeroy in Doral, FL is seeking a Desktop Support Specialist to provide hands-on end-user support for hardware, software, and IT issues, with an emphasis on high-touch service for VIP users and executives. The role demands strong troubleshooting, excellent customer service, and the ability to manage incidents across multiple teams.

You will install, diagnose, and resolve incidents, coordinate escalations, support IT infrastructure projects, and participate in after-hours on-call rotations.

Qualifications

• 2+ years in desktop or deskside support or related IT role
• Hands-on troubleshooting of hardware, software, and end-user issues
• Exposure to network and server infrastructure
• Experience supporting high-priority or executive users
• Strong problem-solving, incident resolution, and escalation management
• Excellent communication with users at all levels
• Ability to work independently and with technical teams
• Familiarity with ITSM/ITIL processes
• Willingness to rotate on-call hours including nights and weekends

Responsibilities

• Provide deskside technical support for hardware, software, peripherals, and end-user technology issues
• Deliver high-touch, high-priority technical support to VIP users and executives
• Diagnose and resolve incidents; escalate complex issues to appropriate teams
• Coordinate and manage escalations across multiple support levels
• Identify recurring issues and recommend preventive solutions
• Implement and verify system changes, patches, and security measures
• Monitor patch compliance and maintain IT asset/configuration records
• Support IT infrastructure initiatives and service improvement projects
• Follow IT service management processes and procedures
• Communicate technical information clearly to users, teams, and stakeholders
• Collaborate with cross-functional teams to resolve complex issues
• Participate in rotating on-call to support after-hours incidents

Skills

Deskside support

End-user support

Troubleshooting

Customer service

VIP/executive support

ITIL

Communication

Education

Bachelor's degree or equivalent

Tools

ITSM tools

Job description

Pomeroy in Doral, FL is seeking a Desktop Support Specialist to provide hands-on end-user support for hardware, software, and IT issues, with an emphasis on high-touch service for VIP users and executives. The role demands strong troubleshooting, excellent customer service, and the ability to manage incidents across multiple teams.

You will install, diagnose, and resolve incidents, coordinate escalations, support IT infrastructure projects, and participate in after-hours on-call rotations.