Job Description

TekRecruiter is revolutionizing the technology staffing and recruiting industry. Our mission is to connect the best 1% of highly skilled and specialized technology professionals anywhere in the world with innovative employers.

Join a leading TECH healthcare company located 100% onsite in Miami Downtown . This full-time, permanent role offers a dynamic startup culture, modern office environment, and engaging activities. It provides an excellent opportunity for professional growth and to make a significant impact in the industry.

Key Responsibilities:

Technical Support & Incident Management:

• Provide 1st, 2nd, and 3rd level support for IT-related incidents and service requests, ensuring timely resolution.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues across Windows, Mac, and mobile platforms.
• Act as an escalation point for junior analysts and complex service desk tickets.
• Analyze recurring incidents and recommend solutions to reduce technical issues.
• Maintain knowledge base documentation to assist with troubleshooting and training.

Service Delivery & Process Improvement:

• Monitor and manage ticket queues, ensuring adherence to SLAs and performance metrics.
• Identify opportunities for automation and efficiency improvements in service desk operations.
• Assist in the development and implementation of IT policies and procedures.
• Participate in change management and problem management processes.
• Provide detailed reports on incident trends, system performance, and user feedback.

End-User Support & Training:

• Deliver high-quality customer service and ensure a positive user experience.
• Conduct training sessions for end-users on new technologies, best practices, and security protocols.
• Support IT onboarding and offboarding processes, including account setup, access management, and hardware provisioning.

Collaboration & Leadership:

• Support junior service desk analysts, sharing knowledge and best practices.
• Collaborate with IT teams, vendors, and external support providers to resolve complex issues.
• Lead and contribute to IT projects, system upgrades, and deployments.

Required Qualifications & Skills:

Technical Skills:

• Strong knowledge of Windows and macOS operating systems.
• Expertise in troubleshooting Okta, Office 365, and enterprise applications.
• Hands-on experience with networking concepts (TCP/IP, VPNs, DNS, DHCP).
• Familiarity with ITIL framework and service management tools (ServiceNow, Jira, etc.).
• Experience with remote desktop solutions and virtual environments (Citrix, VMware).
• Familiarity with cloud providers such as AWS and Azure.

Soft Skills:

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple tasks effectively.
• Customer-focused mindset with a proactive approach to issue resolution.

Education & Experience:

• Bachelor's degree in IT, Computer Science, or a related field (preferred).
• 3+ years of experience in IT service desk, technical support, or related roles.
• IT certifications (ITIL, Microsoft, CompTIA, Cisco) are a plus.

Work Environment:

• On-site work.
• May require occasional after-hours support for critical incidents or maintenance.

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