Help Desk Support Engineer
4 days ago
Miami
Job Description Job Summary: We are seeking a Level 1 Helpdesk Support Engineer to provide first-line support for all IT-related issues within our organization. The ideal candidate will possess excellent communication skills, technical troubleshooting abilities, and a strong customer service mindset. As a Level 1 Helpdesk Support Engineer, you will be responsible for responding to basic IT queries, resolving hardware and software issues, and escalating complex problems to higher-level support when necessary. Key Responsibilities: • Technical Support & Troubleshooting:, • Provide first-level technical support for end-users by addressing hardware, software, and network issues via phone, email, or ticketing system., • Diagnose and resolve issues related to operating systems, software applications, printers, and networking connectivity., • Log and document all incoming support requests, ensuring clear communication and detailed records for future reference., • Perform basic troubleshooting of desktop systems, peripherals, and mobile devices., • Incident Management:, • Act as the first point of contact for all IT-related support requests, ensuring timely and effective resolution of issues., • Escalate unresolved issues or incidents to the appropriate Level 2 or higher support teams., • Track incidents through to resolution, ensuring that user issues are properly addressed and documented in the incident management system., • System Setup and Configuration:, • Assist in the installation and configuration of desktop computers, laptops, printers, and other peripherals., • Set up user accounts, email configurations, and network permissions based on organizational protocols., • Ensure all software and hardware configurations are compliant with internal standards and security guidelines., • Customer Service & Communication:, • Provide excellent customer service, ensuring that users’ issues are resolved promptly and efficiently., • Maintain a professional and positive attitude when dealing with internal users, clients, and external vendors., • Communicate technical information to users in a clear, concise, and non-technical manner., • System Maintenance:, • Assist in the maintenance and updates of computer systems and software applications, ensuring they are up to date with the latest patches and updates., • Perform routine checkups and system diagnostics to identify potential issues before they impact operations., • Documentation and Reporting:, • Create and maintain knowledge base articles, FAQs, and documentation to assist end users and other support personnel., • Provide regular status updates to users and management on the progress of ongoing support requests., • Prepare and submit reports on common issues, trends, and service metrics to management., • Training and Guidance:, • Provide guidance to end-users on basic IT procedures, best practices, and system usage., • Assist in training new staff on IT systems, software, and basic troubleshooting., • Onboarding and Offboarding, • Activate and deactivate new users., • Manage the procurement and inventory of Hardware., • Proven experience (1-2 years) in an IT support or helpdesk role., • Experience with O365 and the features and tools associated within the platform., • Experience with Microsoft Entra for users authentication., • Strong understanding of computer systems, hardware, and software applications (Windows, macOS, and mobile operating systems)., • Basic knowledge of networking concepts, TCP/IP, DNS, DHCP, and VPN configurations., • Familiarity with common business software (Microsoft Office, email clients, and web browsers)., • Strong problem-solving skills with the ability to troubleshoot technical issues., • Excellent communication skills, with the ability to explain technical issues to non-technical users., • Ability to prioritize tasks and manage time efficiently in a fast-paced environment., • Customer-oriented mindset, with a focus on delivering high-quality support., • A degree or diploma in Information Technology, Computer Science, or a related field., • Experience with ticketing systems such as SolarWinds, ServiceNow, Zendesk, or Jira., • IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP)., • Experience with remote support tools and platforms (e.g., Dameware, TeamViewer, Remote Desktop)., • Knowledge of Active Directory, Group Policies, and Exchange., • Familiarity with antivirus and endpoint security tools such as Defender or Cylance.