Axiom Technologies is a Global IT Services partner supporting medium- to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com
Location: Miami, FL (On-site)
Contract Type: Independent Contractor /Full Time
Start Date: Immediate
Eligibility: U.S. Citizens and Green Card Holders Preferred
About the Role:
The Desktop Support Engineer (Full-Time) role provides first- and second-level technical support while managing the efficient assignment and dispatch of service requests. This on-site role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.
Key Responsibilities:
● 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
● Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests
● Escalate issues as appropriate and act as a technical escalation for the end user
● Maintain a high level of customer satisfaction
● Comply with the desktop group practices and procedures
● Update ServiceNow and other data repositories (e.g., knowledge base) as appropriate promptly.
● Identify technical and process issues and recommend improvements
● Achieve target ticket volumes and ticket resolution levels
● Responsible for compliance with applicable corporate policies and procedures
● Maintain productive relationships with peers and management in IT and the clients whose issues are being worked on
● Follow the processes and practices established for the group
● Coordinate and consult with client areas to help analyze problems and needs and recommend technical solutions
● Perform intermediate-to-advanced IMAC (installs, moves, adds, changes) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, POS devices, etc.
● Perform intermediate-to-advanced deskside support services, installing and troubleshooting hardware, software, and network-related issues
● Handle software installation/support/upgrades
● Provide 1st/2nd level Help Desk support
● Perform basic LAN and internetworking-related activities
● Have strong internetworking and troubleshooting skills
● Have A+ certification & at least one certification from either Cisco or Microsoft
● May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
● Must be a self-starter and can manage multiple tasks
● Exceptional customer service skills
● Good communication skills
● Ability to work independently or as part of a team
● Ability to complete tasks effectively with minimal supervision
● Must be available to work flexible work schedules
● High-level skill set
● Outstanding people skills
● Self-starter; needs to be able to work on his/her own
● Proficient in Windows 10 & 11 and Office Suite/O365
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com