(Senior) Desktop Support Engineer
Miami, FL
Full Time
Mid Level
Job Summary
We are seeking a highly skilled (Senior) Desktop Support Engineer to provide advanced technical support to our internal teams. In this role, you will serve as a senior point of escalation for complex issues and help drive continuous improvement of our end-user support services. Your responsibilities will include diagnosing and resolving hardware, software, and networking problems, leading projects related to endpoint management, and contributing to the overall IT strategy.
To succeed in this role, you should possess excellent problem-solving skills, a proactive mindset, and strong communication abilities to effectively assist and guide users at all levels. You should also be comfortable working in both on-site and remote support environments and demonstrate leadership in technical troubleshooting and process development.
Key Responsibilities
We are seeking a highly skilled (Senior) Desktop Support Engineer to provide advanced technical support to our internal teams. In this role, you will serve as a senior point of escalation for complex issues and help drive continuous improvement of our end-user support services. Your responsibilities will include diagnosing and resolving hardware, software, and networking problems, leading projects related to endpoint management, and contributing to the overall IT strategy.
To succeed in this role, you should possess excellent problem-solving skills, a proactive mindset, and strong communication abilities to effectively assist and guide users at all levels. You should also be comfortable working in both on-site and remote support environments and demonstrate leadership in technical troubleshooting and process development.
Key Responsibilities
- Address user tickets by providing advanced technical support for escalated desktop, laptop, mobile device, and peripheral issues.
- Guide users through installing applications with simple, step-by-step instructioins.
- Diagnose and resolve complex hardware, software, and network connectivity problems, often via remote troubleshooting.
- Manage and deploy operating system images, software updates, and endpoint security tools.
- Maintain and support enterprise applications, including Office 365, Google Workspace, and other business-critical software.
- Participate in IT infrastructure projects and lead initiatives to improve end-user experience and IT service delivery.
- Develop and maintain technical documentation, standard operating procedures (SOPs), and user guides.
- Perform proactive system monitoring, maintenance, and optimization.
- Collaborate with other IT teams (network, security, infrastructure) to ensure smooth integration and alignment.
- Support VIP and executive staff with high-level, white-glove service.
- Ensure compliance with security and data protection policies.
- 5+ years of proven work experience as a (Senior) Desktop Support Engineer, Senior Technical Support Engineer, or similar senior IT support role.
- Advanced hands-on experience with both Windows and Mac OS environments.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with enterprise endpoint management and MDM tools (e.g., Intune, JAMF).
- Proficiency in office productivity suites (Microsoft 365, Google Workspace).
- Familiarity with IT security best practices and endpoint protection solutions.
- Ability to perform advanced remote troubleshooting and provide clear, effective instructions.
- Excellent problem-solving and multitasking skills.
- Strong customer-focused approach and professional communication skills.
- Degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
- Industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, Apple ACMT) strongly preferred.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k with Company Match)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Free Food & Snacks
- Wellness Resources
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