Desktop Support Technician

Title : Desktop Support Technician

Location - Fort Lauderdale FL ( onsite)

IT Support Analyst – Global IT Field Operations

We are looking for an experienced and motivated IT Support Analyst to join our Global IT Field Operations Team. In this role, you will support users onsite in our FTL office as well as remotely across the globe. You will troubleshoot and resolve technical issues, support hardware and software environments, assist with onboarding activities, and work with the latest customer products and collaboration tools.

Responsibilities

Provide onsite IT support for our FTL office and remote support to employees worldwide.

Maintain and support audio / video systems in conference rooms.

Provide regular reports to management on onsite support activities, incident status, and pending tasks.

Participate in global IT and security-related projects.

Coordinate escalations with Level 3 support teams, engineering, and other stakeholders.

Onboard new hires by setting up required systems and ensuring productivity from day one.

Reimage and install software on newly acquired Windows and Mac devices.

Perform system administrator tasks using Active Directory, PowerShell, and Exchange Management tools.

Create and update training materials for IT teams and end users.

Ensure all IT equipment is labelled and inventoried as per IT policies.

Deploy, track, and manage IT assets across locations.

Perform end-to-end E-waste handling activities.

Provide comprehensive deskside support to end users.

Basic Qualifications

Proven troubleshooting experience across Windows, macOS, networking, virtualization, security, AV systems, and hardware asset management.

Strong problem-solving, analytical, and communication skills.

Good understanding of major operating systems, Active Directory, and networking concepts.

Knowledge of OS imaging technologies.

Basic understanding of telephony components.

Hands-on experience troubleshooting hardware and software.

Proficiency with Microsoft Office, Google Workspace, and Zoom.

Ability to prioritize and handle multiple tasks in a fast-paced environment.

Experience using ticketing / incident management tools.

Ability to explain technical concepts to both technical and non-technical users.

Strong customer service orientation.

Ability to manage and close tasks within defined SLAs.

Microsoft certifications and experience with Citrix products are a plus.

Hands-on experience with AV and collaboration platforms.

Requirements

Graduation in Computer Science, IT, or an equivalent field.

Minimum 3 years of experience in a help desk or technical support environment.

At least 2 years of experience in deskside / field support.