Support end users across global offices with technical assistance for desktop systems, hardware, and software through phone, email, and ticketing channels. Deliver timely, effective resolutions while maintaining a strong customer service focus.
Key Responsibilities
- Diagnose and resolve technical issues related to workstations, printers, peripherals, and network connectivity
- Manage service desk tickets from submission to closure, ensuring accurate documentation and follow-up
- Install, configure, and upgrade desktop and laptop systems, including OS patching and software deployment
- Conduct preventative maintenance and routine system checks to support long-term reliability
- Monitor incident trends and report recurring issues to help improve system stability
- Collaborate with third-party vendors and internal teams to escalate and resolve complex problems
- Support remote offices in Florida, Canada, Australia, and China with consistent, high-quality service
- Reinforce cybersecurity awareness by guiding users on password management, phishing recognition, and secure computing practices
- Maintain accurate inventory records for hardware components and equipment
- Participate in on-call rotations up to 10 weeks per year
Qualifications
- Bachelor’s degree in Computer Science, IT, or a related field, or equivalent hands-on experience
- Minimum of 2 years in IT support, with experience in desktop and system troubleshooting
- Familiarity with ITIL frameworks and service management principles
- HDI Help Desk certification preferred
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly
- Proven ability to analyze problems, prioritize tasks, and deliver solutions under pressure
- Detail-oriented with excellent documentation and research skills
- Self-driven, collaborative, and committed to continuous learning
Work Environment & Benefits
This position operates in a hybrid model, combining on-site and remote work across multiple locations. Enjoy a supportive culture emphasizing respect, innovation, and teamwork, with access to professional development resources including LinkedIn Learning, mentorship, and tuition reimbursement.
Compensation ranges from $57,000 to $62,000, with additional financial benefits including an Employee Stock Ownership Plan (ESOP) and profit sharing. The organization offers comprehensive health and wellness benefits, generous paid time off, flexible spending options, 401(k), and employee recognition programs.
All qualified applicants receive equal consideration regardless of race, color, religion, gender, or other protected status. The company fosters inclusive teams and values continuous feedback and professional growth.
