Desktop Support Technician

About the role

The Desktop/Field Services Technician supports end‑user computing environments in Miami, FL. You will be the technical owner for desktop, laptop and peripheral issues, handling incidents from identification through resolution while providing clear communication to users.

Key responsibilities

• Resolve and close tickets related to desktops, laptops and peripherals.
• Respond to escalated Helpdesk issues.
• Participate in global desktop deployment and upgrade projects.
• Diagnose and resolve problems remotely using support tools.
• Collaborate with infrastructure teams to troubleshoot technical issues.
• Document interactions, updates and asset information in the IT service management system.
• Perform data recovery and support data migration activities.
• Support VPN, remote access and wireless/broadband connectivity for mobile users.
• Install, configure and maintain local and network printers.
• Conduct routine preventive maintenance on systems and devices.
• Work flexible schedules, including shifts, holidays, on‑call rotations and travel as required.
• Follow established IT policies, procedures and best practices.

Required profile

• Associate or bachelor’s degree in Computer Science, Information Systems or related field, or equivalent experience.
• Minimum 5 years of hands‑on desktop support experience in Windows environments.
• Strong knowledge of Windows operating systems (Windows 7 and above).
• Experience with ticketing systems and IT service workflows.
• Understanding of VPN connectivity and troubleshooting.
• Excellent customer service and communication skills.
• Ability to work independently and within a collaborative team.
• A+ certification preferred; MCSE/MCP is a plus.
• Experience in airline or airport IT environments is advantageous.
• Physical ability to lift up to 30 lb and willingness to travel as needed.

Required skills

• Windows operating systems (Windows 7 and later).
• VPN configuration and troubleshooting.
• Remote support tools.
• Ticketing system usage.
• Data recovery from hard drives.
• Data migration procedures.
• Printer installation and configuration (local and network).
• Preventive maintenance of hardware.