Helpdesk Support Engineer Position Available In Miami-Dade, Florida

Helpdesk Support Engineer 2.6 2.6 out of 5 stars Miami, FL 33176

Helpdesk Support Engineer Location:

Miami, FL, 33176

Job Summary:

We are seeking a Level 1 Helpdesk Support Engineer to provide first-line support for all IT-related issues within our organization. The ideal candidate will possess excellent communication skills, technical troubleshooting abilities, and a strong customer service mindset. As a Level 1 Helpdesk Support Engineer, you will be responsible for responding to basic IT queries, resolving hardware and software issues, and escalating complex problems to higher-level support when necessary.

Key Responsibilities:

Technical Support & Troubleshooting:

Provide first-level technical support for end-users by addressing hardware, software, and network issues via phone, email, or ticketing system. Diagnose and resolve issues related to operating systems, software applications, printers, and networking connectivity. Log and document all incoming support requests, ensuring clear communication and detailed records for future reference. Perform basic troubleshooting of desktop systems, peripherals, and mobile devices.

Incident Management:

Act as the first point of contact for all IT-related support requests, ensuring timely and effective resolution of issues. Escalate unresolved issues or incidents to the appropriate Level 2 or higher support teams. Track incidents through to resolution, ensuring that user issues are properly addressed and documented in the incident management system.

System Setup and Configuration:

Assist in the installation and configuration of desktop computers, laptops, printers, and other peripherals. Set up user accounts, email configurations, and network permissions based on organizational protocols. Ensure all software and hardware configurations are compliant with internal standards and security guidelines.

Customer Service & Communication:

Provide excellent customer service, ensuring that users’ issues are resolved promptly and efficiently. Maintain a professional and positive attitude when dealing with internal users, clients, and external vendors. Communicate technical information to users in a clear, concise, and non-technical manner.

System Maintenance:

Assist in the maintenance and updates of computer systems and software applications, ensuring they are up to date with the latest patches and updates. Perform routine checkups and system diagnostics to identify potential issues before they impact operations.

Documentation and Reporting:

Create and maintain knowledge base articles, FAQs, and documentation to assist end users and other support personnel. Provide regular status updates to users and management on the progress of ongoing support requests. Prepare and submit reports on common issues, trends, and service metrics to management.

Training and Guidance:

Provide guidance to end-users on basic IT procedures, best practices, and system usage. Assist in training new staff on IT systems, software, and basic troubleshooting.

Onboarding and Offboarding:

Activate and deactivate new users. Manage the procurement and inventory of Hardware. Decommission of existing Hardware with 3rd party company in wiping hard drives.

Required Skills and Qualifications:

Proven experience (1-2 years) in an IT support or helpdesk role. Experience with O365 and the features and tools associated within the platform. Experience with Microsoft Entra for users authentication. Strong understanding of computer systems, hardware, and software applications (Windows, macOS, and mobile operating systems). Basic knowledge of networking concepts, TCP/IP, DNS, DHCP, and VPN configurations. Familiarity with common business software (Microsoft Office, email clients, and web browsers). Strong problem-solving skills with the ability to troubleshoot technical issues. Excellent communication skills, with the ability to explain technical issues to non-technical users. Ability to prioritize tasks and manage time efficiently in a fast-paced environment. Customer-oriented mindset, with a focus on delivering high-quality support. Ability to work both independently and as part of a team.

Preferred Qualifications:

A degree or diploma in Information Technology, Computer Science, or a related field. Experience with ticketing systems such as SolarWinds, ServiceNow, Zendesk, or Jira. IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP). Experience with remote support tools and platforms (e.g., Dameware, TeamViewer, Remote Desktop). Knowledge of Active Directory, Group Policies, and Exchange. Familiarity with antivirus and endpoint security tools such as Defender or Cylance.