Helpdesk Support Engineer

Location: Miami, FL, 33176

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.
  • Decommission of existing Hardware with 3rd party company in wiping hard drives.

Required Skills and Qualifications:

• 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.
• Ability to work both independently and as part of a team.

Preferred Qualifications:

• 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.