IT Support Technician

2 weeks ago

Miami, United States Nscglobal Full time
Overview

NSC Global is seeking a Desktop Support Engineer for a temporary assignment.

NSC Global specializes in delivering global network implementation and support solutions to leading organizations, focusing on cost efficiency and operational simplicity. Our mission is to collaborate with top-tier enterprises, enhancing their agility, fostering competitive advantages, and ensuring quality through the design, deployment, support, and management of their global IT communications.

POSITION: Desktop Support Engineer

JOB TYPE: Direct Hire (W2) with NSC Global

Responsibilities

- Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
- Document, maintain, upgrade, or replace hardware and software systems.
- Support and manage user account information, including rights, security, and systems groups.
- Requires an associate's degree in a related field or 3-5 years of relevant experience.
- Familiarity with various concepts, practices, and procedures in the field.
- Relies on experience and judgment to plan and achieve goals.
- Performs a variety of complex tasks and typically reports to a project leader or manager.
- A wide degree of creativity and latitude is expected.

Position Description:
  • Deliver on-site and remote technical service support, installation, configuration, and problem resolution in Apple/MAC/Network environments.
  • Provide technical assistance to customers regarding operational or maintenance aspects of system equipment and serve as the primary contact for technical and service-related issues.
  • Diagnose mechanical, hardware, software, and system failures using established procedures.
  • Identify the most cost-effective repair solutions to minimize customer downtime.
  • Act as the main provider of technical support for desktop and laptop users regarding hardware, Apple/Mac OS, and application issues for Executive/Financial Level customers.
  • Monitor and update help desk incident tracking tickets to demonstrate compliance with issue response and resolution, logging daily activities, and documenting solutions.
  • Function as the primary point of contact and communication with customers from ticket assignment to successful issue resolution, including scheduling work and keeping customers informed of progress.
  • Evaluate current processes, procedures, and technology with a focus on improving effectiveness in customer support.
  • Coordinate support and repair activities with selected third-party vendors.
Qualifications

Skill/Ability Knowledge:
  • Technical proficiency in providing desk-side support for computer and printer hardware, common software applications, and Apple/Mac OS issues.
  • Proficient in using personal computer tools for word processing, decision support, and communication.
  • Skilled in problem-solving techniques and supporting financial customers.
  • Proficiency in Networking, VPN, Wireless, Customer Service, Ticketing system applications, and multitasking.
Soft Skills:
  • Thought Process: Ability to grasp technical concepts and develop ways to assist others in learning. Capable of solving complex problems with innovative solutions. Proficient in managing multiple priorities and quickly understanding client business challenges to deliver effective solutions.
  • Interpersonal: Excellent customer service, technical, organizational, and communication skills—both in person and over the phone; effective listening and teamwork abilities. Capable of persuading, influencing, and negotiating with staff and vendors in critical situations. Motivates others and collaborates effectively to achieve common goals.
  • Physical: Able to sit at a desk and use writing instruments. Capable of performing keyboard strokes on a computer. Must be mobile between buildings and able to lift 40lbs without difficulty.

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