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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.