What are the responsibilities and job description for the Desktop Support Technician position at TECEZE?
Position: Desktop/Field Services Technician
Location: Miami, FL / Onsite
Employment Type: W2 Full-Time
Job Details
The Desktop/Field Services Technician is responsible for supporting end-user computing environments, including installation, configuration, upgrades, and maintenance of desktop and laptop systems, as well as related peripherals. The role requires hands-on experience supporting Windows-based environments and TCP/IP networks.
This position serves as the technical owner for end-user issues, ensuring full lifecycle management of incidents from identification to resolution, along with clear communication to users. The technician also provides consultation, troubleshooting, and occasional on-site training to employees.
Key Responsibilities
- Resolve and close tickets/work orders related to end-user desktops, laptops, and peripherals
- Respond to escalated support issues from the Helpdesk
- Participate in desktop deployment and upgrade projects as part of a global team
- Diagnose and resolve issues remotely using remote support tools
- Troubleshoot and collaborate with infrastructure and support teams to resolve technical issues
- Document all user interactions and updates in the IT service management system, including asset tracking
- Perform data recovery from hard drives and support data migration activities
- Support VPN, remote access, and wireless/broadband connectivity for mobile users
- Install, configure, and maintain local and network printers
- Perform routine preventive maintenance on systems and devices
- Work flexible schedules including shifts, holidays, on-call rotations, and travel as required
- Follow IT policies, procedures, and best practices defined by management
Qualifications
- Associate or bachelor's degree in computer science, Information Systems, or related field, or equivalent practical experience
- Minimum 5 years of hands-on experience in desktop support and troubleshooting Windows-based systems
- Strong knowledge of Windows operating systems (including Windows 7 and above)
- Experience with ticketing systems and IT service workflows
- Understanding of VPN connectivity and troubleshooting methods
- Excellent customer service and communication skills, with the ability to interact at all organizational levels
- Ability to work independently and within a collaborative team environment
- A Certification preferred
- MCSE/MCP certification is an advantage
- Experience in airline or airport IT environments is a plus
- Ability to lift up to 30 lbs. when required
- Willingness to travel as needed