Desktop/Tech Support II

Job Description•Desktop/Tech Support II (Intermediate)

Location:

Miami, FL (Onsite•5 days/week)

Duration:

6 months with possible extension

Rate:

$20•23/hr on w2 ________________________________________ Job Overview BSI is seeking a Temporary Application Support Analyst to support Digital Channels (eBanking and 360Plus) during a temporary leave. This is a hands-on role focused on incident management, user support, troubleshooting, and ensuring seamless service continuity for client-facing platforms. The role will act as a key liaison between Operations, Helpdesk, Development teams, third-party vendors, and business users. ________________________________________ Key Responsibilities Act as the primary point of contact for production incidents (functional and technical) Perform L1 support including triage, troubleshooting, and user assistance Manage incidents end-to-end, including escalation to development or vendors Create and track tickets using ServiceNow and Jira Maintain documentation and knowledge base in Confluence Coordinate communication with users, helpdesk, and internal teams Support change and release activities from an operational perspective Improve escalation processes and minimize ticket misrouting Identify recurring issues and drive proactive improvements ________________________________________ Mandatory Requirements 3-5 years of relevant experience Bilingual in English and Spanish (written and verbal) Experience in application or production support, preferably web/digital platforms Strong troubleshooting and coordination skills Excellent communication skills (technical and non-technical) Hands-on experience with ServiceNow, Jira, and Confluence Understanding of incident management and escalation processes Structured, service-oriented, and accountable working style Proactive mindset with focus on continuous improvement Ability to use AI tools responsibly for analysis and efficiency ________________________________________ Nice-to-Have Skills Banking or financial services experience Experience with digital banking channels, authentication, or transactions Exposure to change/release management processes Experience working with distributed teams Familiarity with AI-assisted support or knowledge management

Pay:

$20.00•$23.00 per hour

Work Location:

In person