About This Role
This Desktop Support Technician role involves providing onsite IT support in the Fort Lauderdale office and remote support to employees globally. The position focuses on troubleshooting technical issues, managing hardware and software, assisting with onboarding, and working with customer products and collaboration tools.
Responsibilities
- Provide onsite IT support for the FTL office and remote support to employees worldwide
- Maintain and support audio/video systems in conference rooms
- Provide regular reports to management on onsite support activities, incident status, and pending tasks
- Participate in global IT and security-related projects
- Coordinate escalations with Level 3 support teams, engineering, and other stakeholders
- Onboard new hires by setting up required systems and ensuring productivity from day one
- Reimage and install software on newly acquired Windows and Mac devices
- Perform system administrator tasks using Active Directory, PowerShell, and Exchange Management tools
- Create and update training materials for IT teams and end users
- Ensure all IT equipment is labelled and inventoried as per IT policies
- Deploy, track, and manage IT assets across locations
- Perform end-to-end E-waste handling activities
- Provide comprehensive deskside support to end users
Requirements
- Proven troubleshooting experience across Windows, macOS, networking, virtualization, security, AV systems, and hardware asset management
- Strong problem-solving, analytical, and communication skills
- Good understanding of major operating systems, Active Directory, and networking concepts
- Knowledge of OS imaging technologies
- Basic understanding of telephony components
- Hands-on experience troubleshooting hardware and software
- Proficiency with Microsoft Office, Google Workspace, and Zoom
- Ability to prioritize and handle multiple tasks in a fast-paced environment
- Experience using ticketing/incident management tools
- Ability to explain technical concepts to both technical and non-technical users
- Strong customer service orientation
- Ability to manage and close tasks within defined SLAs
- Graduation in Computer Science, IT, or an equivalent field
- Minimum 3 years of experience in a help desk or technical support environment
- At least 2 years of experience in deskside/field support
Nice to have:
- Microsoft certifications
- Experience with Citrix products
- Hands-on experience with AV and collaboration platforms
