SUMMARY

We are seeking a skilled and customer-focused Field Services Support Technician to provide hands-on technical assistance to end users and support IT operations onsite at our Miami, FL location. The ideal candidate will have experience with ServiceNow, ITSM best practices, and a strong foundation in end-user technologies. This role also offers opportunities to support IT transformation projects and contribute to hardware refresh initiatives.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in a related field or equivalent combination of education and experience.
• Minimum of 2 years of experience in end-user support or a similar IT support role.
• Proficient in troubleshooting hardware and software issues across Windows and/or macOS environments.
• Hands-on experience with ticketing systems, preferably ServiceNow.
• Understanding of ITSM and ITIL service delivery principles.
• Familiarity with cloud environments such as Azure or AWS.
• Strong analytical and problem-solving skills.
• Must be a U.S. citizen or permanent resident.

PREFERRED QUALIFICATIONS

• Industry certifications such as CompTIA A+, Microsoft (MS), Azure, or AWS.
• Experience supporting Audio/Visual systems.
• Hands-on experience with hardware refresh projects.
• Excellent communication and customer service skills.

• Provide day-to-day technical support to end users, resolving hardware, software, and connectivity issues.
• Collaborate with IT departments to support and execute IT projects, including system upgrades, rollouts, and hardware refreshes.
• Monitor and perform basic troubleshooting on end-user devices and systems (desktops, laptops, mobile devices, AV equipment, etc.).
• Maintain and update documentation, including incident records and knowledge base articles.
• Apply ITSM and ITIL best practices to ensure high-quality service delivery.
• Assist with the administration of cloud-based platforms (Azure/AWS), as needed.
• Contribute to continuous improvement by sharing ideas and feedback on processes and support procedures.
• Stay current with technology trends and continuously develop technical skills.