Desktop Support Specialist

Job Role: Desktop SupportDuration: 6+MonthsLocation: BSI Miami , FL (Onsite)Rate: $20/hr on 1099Key Responsibilities:- Act as the main liaison for production incidents (functional and technical)- Perform L1 triage, user support, and initial troubleshooting- Manage incidents end-to-end, including escalation to Development or vendors- Create and track tickets in ServiceNow / Jira- Maintain knowledge base documentation in Confluence- Coordinate user-impact communications with Helpdesk and internal teams- Support change and release activities from an operational perspective- Improve escalation quality and reduce ticket misrouting- Identify recurring issues and drive proactive improvementsREQUIREMENTS:- 3-5 years of experience - Bilingual in English/Spanish (written & verbal)- Experience in application or production support (preferably digital/web platforms)- Strong troubleshooting and coordination skills across multiple teams- Client-oriented communication (technical and non-technical)- Familiarity with ServiceNow, Jira, Confluence - Understanding of incident management and escalation processes- Structured, service-oriented, and accountable working style- Proactive mindset with focus on continuous improvement- Ability to leverage AI tools responsibly for analysis, communication, and efficiencyNice-to-Haves:- Banking or financial services experience- Knowledge of digital channels, authentication, or transaction support- Exposure to change/release processes- Experience with distributed teams- Familiarity with AI-assisted support or knowledge management