Desktop Support Specialist – Onsite (Miami, FL)

About the role

We are looking for a Desktop Support Specialist to join our Miami team on an on‑site basis. The role focuses on handling production incidents, providing first‑line technical assistance, and ensuring smooth operation of digital platforms.

Key responsibilities

• Act as the primary liaison for functional and technical production incidents.
• Perform L1 triage, user support, and initial troubleshooting.
• Manage incidents from creation to resolution, escalating to development or vendors when needed.
• Create and track tickets in ServiceNow and Jira.
• Maintain knowledge‑base documentation in Confluence.
• Coordinate user‑impact communications with the Helpdesk and internal teams.
• Support change and release activities from an operational perspective.
• Improve escalation quality and reduce ticket misrouting.
• Identify recurring issues and drive proactive improvements.

Required profile

• 3–5 years of experience in application or production support.
• Bilingual in English and Spanish (written & verbal).
• Strong troubleshooting and coordination skills across multiple teams.
• Client‑oriented communication for both technical and non‑technical audiences.
• Understanding of incident management and escalation processes.
• Structured, service‑oriented, and accountable working style.
• Proactive mindset with focus on continuous improvement.

Required skills

• ServiceNow
• Jira
• Confluence

What we offer

• Hourly rate of $20 on a 1099 contract.
• On‑site work at the Miami office.