Job Details
**PCS Wireless**
**IT Support Specialist**
**office - Miami Lakes, FL - Full Time**
As an IT Support Specialist, you will be an essential part of our Technical Support Team. Whether you're responding to incidents or pro-actively working to build a better platform, you will be responsible for providing core IT support for our Miami Lakes FL Operation, ranging from SaaS applications, printer support, workstation hardware/software support, user onboarding and training, documentation and continuously striving to empower and enrich our users.
**Responsibilities**
* Work within the IT Support Team to provide excellent customer service, effective response times and expert insights into general and sometimes complex support issues.
* Providing on-site and remote resolution of common desktop computing issues (PC and Mac), and acting as local enforcement for the non-automated IT security policies.
* Ensure quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction are adhered to.
* Assist other IT support staff with operational procedures and troubleshooting issues.
* Provide training to all staff on new hardware and software when required.
* Resolving Service Desk tickets in a timely manner.
* Create and maintain detailed documentation for systems and processes managed by the Enterprise IT team, for both end-users and other IT staff.
* Ongoing evaluation and improvement of existing Service Desk processes and policies.
* Systems administration of core IT services (on-prem and SaaS), including process automation, configurations, and improvements within these tools.
* Supporting technical and non-technical stakeholders and accommodating a rapidly growing company.
**Requirements**
* Bachelor's degree in Information Technology, Computer Science or relevant experience. IT-related certifications are desirable.
* 3-5 years experience in a technical support or helpdesk role
* Strong customer service background required.
* Experience with Office365, Azure, NetSuite, Meraki and Cisco equipment.
* Experience supporting on-site and remote users for PC and Mac, software and hardware.
* Hardware and software asset management.
* Ability to terminate and test Ethernet Cable
* Staff onboarding and off-boarding, including machine imaging.
* Able to work well under pressure
* Prioritize responsibilities well
* Team player but can also work autonomously