Service Desk Technician Tier 1 - Miami, Florida

As an IT Service Technician Tier 1, you will be the first point of contact for clients experiencing technical issues. You’ll work directly with end users via phone, email, chat, and occasionally onsite at client locations to troubleshoot and resolve technical issues, fulfill service requests, and provide exceptional customer service. When needed, you’ll escalate more complex problems to Tier 2 or Tier 3 technicians while continuing to support clients across a variety of technologies and environments. Your responsibilities will include:

• Troubleshooting and resolving hardware, software, and connectivity issues.
• Assisting with user account administration, password resets, MFA, Active Directory, Microsoft 365, and Intune-related tasks.
• Supporting workstation deployments, software installations, and endpoint management activities.
• Providing remote support and occasional onsite support at client locations as needed.
• Documenting work performed, troubleshooting steps, and resolutions within our ticketing system.
• Collaborating with senior technicians and team leads to deliver exceptional client service and continue developing your technical skills.
• Participating in a variety of IT projects and operational initiatives as business needs require.

Hybrid Schedule: This is a hybrid position based out of our Miami office. Team members are expected to work onsite approximately three days per week and may also be required to provide support at client locations as business needs dictate. Remaining work may be performed remotely when not scheduled for office or client-site responsibilities.

For this role, you should have 2-3 years of IT Help Desk, MSP, or related technical support experience (internships, school-based IT work, certifications, or strong customer service with technical aptitude may be considered).

We’re looking for people who can demonstrate:

• Intermediate troubleshooting of Windows and/or Mac systems.
• Intermediate knowledge of Microsoft 365 administration, including user management and common administrative tasks.
• Familiarity with Active Directory, Microsoft Intune, and endpoint management concepts.
• Clear written and verbal communication skills.
• A strong willingness to learn and grow.

Preference will be given to candidates with:

• IT-related coursework or certifications (CompTIA A+, Network+, or equivalent).
• Previous MSP or Help Desk experience.

Above all, we value candidates who are humble, hungry, and people smart-qualities that allow us to help you grow your career in Customer Service and IT.

Pulled from the full job description

• 401(k) 4% Match
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Cell phone reimbursement, Here’s what we offer our team members:
• 3 Weeks of Paid Time Off (combined vacation and sick time, accrued and subject to manager approval)
• Healthcare Options with 75% of your premium covered
• Dental & Vision Insurance
• Group Life Insurance
• 401(k) with up to 4% company match and immediate vesting
• Training & Certification Reimbursement to support your career growth
• Company-Provided Computer & Peripherals
• Monthly Mobile Phone Stipend

We’re more than just an IT support provider-we’re a team committed to delivering exceptional service while fostering growth and development within our ranks. Our mission is to empower the next generation of IT professionals by creating opportunities for leadership and career advancement. When you join us, you become part of a team that’s as invested in your success as we are in providing top-tier support to our clients.