Desktop Support Technician

Position: Desktop/Field Services TechnicianLocation: Miami, FL / Onsite Employment Type: W2 Full-TimeJob DetailsThe 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 ResponsibilitiesResolve and close tickets/work orders related to end-user desktops, laptops, and peripheralsRespond to escalated support issues from the HelpdeskParticipate in desktop deployment and upgrade projects as part of a global teamDiagnose and resolve issues remotely using remote support toolsTroubleshoot and collaborate with infrastructure and support teams to resolve technical issuesDocument all user interactions and updates in the IT service management system, including asset trackingPerform data recovery from hard drives and support data migration activitiesSupport VPN, remote access, and wireless/broadband connectivity for mobile usersInstall, configure, and maintain local and network printersPerform routine preventive maintenance on systems and devicesWork flexible schedules including shifts, holidays, on-call rotations, and travel as requiredFollow IT policies, procedures, and best practices defined by managementQualificationsAssociate or bachelor's degree in computer science, Information Systems, or related field, or equivalent practical experienceMinimum 5 years of hands-on experience in desktop support and troubleshooting Windows-based systemsStrong knowledge of Windows operating systems (including Windows 7 and above)Experience with ticketing systems and IT service workflowsUnderstanding of VPN connectivity and troubleshooting methodsExcellent customer service and communication skills, with the ability to interact at all organizational levelsAbility to work independently and within a collaborative team environmentA+ Certification preferredMCSE/MCP certification is an advantageExperience in airline or airport IT environments is a plusAbility to lift up to 30 lbs. when requiredWillingness to travel as needed