POSITION: DESKTOP SUPPORT LEVEL 1

EXPERIENCE: 2+ YEARS EXPERIENCE IS MUST.

LOCATION: CORAL GABLES, MIAMI, FL

MUST BE WILLING TO WORK AS AN (1099) / INDEPENDENT CONTRACTOR.

ASSET: IF YOU HAVE YOUR OWN CORP OR LLC

BASE SKILL SET

1.  Experience in troubleshooting and problem resolution for all EUC devices and basic network devices. 
2. Experience in troubleshooting and break/fix of End User Computing hardware and software. 
3. Coordinate with third-party vendors to resolve hardware problems, as required. 
4. Installing and test replacement spare parts.
5. Performing PC re-image.
6. Create SOPs.
7. Performing hardware (shell swaps) in response to non- functional and damaged machines. 
8. Knowledge of Active Directory. 
9. 1+ years' experience providing technical support in a fast paced and constantly changing environment up to executive management level. 
10. Excellent customer service and communication skills including providing VIP support. 
11. Experience supporting Windows-based environments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 10 and O365 Support. 
12. Support of mobile devices and video conferencing units. 
13. Basic support for Server, Storage, Backup & Network equipment. 
14. Experience in troubleshooting basic application issues, and also deeper diagnosis under direction from remote teams. 
15. Bi-lingual (Proficient in English and local language)Duties & Responsibilities.
16. Analyzing and investigating skills, with a structured approach to problem-solving.

• Providing end-user training on new installations and answer "how-to" questions
• Assisting end users via telephone, e-mail, with a wide range of questions, problems and requests with their needs
• Monitoring and tracking incidents and trouble calls in ticketing system in support of the incident and problem management process, recognizing high priority tickets and acting within the expected response time
• Updating all assigned tickets capturing troubleshooting activities and resolution Resolving escalations from the IT Service Desk and handling client support requests as well as take ownership of product issues and ensuring closure is achieved.
• Planning, creating, and deploying security and device management policies Setting up / configuring PCs for employees – this may occur for a new employee, reassign, or re-image.

BASE IMAGE INSTALLATION: 

• PC configuration process
• May also include logging in as customer or verifying applications are installed.
• Warranty repair.
• Logging an incident with hardware vendor.
•  Requesting replacement components.
• Coordinating support to come onsite to repair equipment.
• Maintain closet inventory and inventory accuracy.
• Working with other IT teams to provide resolution for customers as required.
• Service Requests including picking up surrendered hardware and processing reassigns (PC Re-image).
• Delivery and/or shipment of PC and peripheral orders, Experience in ServiceNow, BMC Remedy ticketing tool.

DESIRED REQUIREMENTS 

Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments

Commercial experience in an IT support technician role that includes 1+ years of technical support experience in a hybrid Windows and MAC environment

Experience in working with a helpdesk operation, to include Windows and Mac clients1+ years' Experience with mobile applications/products including iPhone, iPad, and Android platforms Expertise in iPad / iPhoneSelf-starter that is able to collaborate actively with others in a cross-functional team

Proven attention to detail and high standards for quality

Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary

Skilled in documenting written troubleshooting steps and instructions

Business professional attire

ADDITIONAL SKILL SET REQUIREMENTS (DESIRED)

(a) BA or equivalent job-related experience 

(b) Imaging

(c) ITIL v3 foundation qualification.

(d) MCP/MCSA.

(e) Experience to act as a primary resource is preferred.