IT Support Technician - L1

Position Summary

The IT Support Technician is responsible for providing technical support to employees and ensuring the reliable operation of company computers, applications, user accounts, peripherals, and related technology.

The role requires strong troubleshooting skills, customer-service orientation, attention to detail, and the ability to effectively support both technical and non-technical users in a fast-paced corporate environment.

*Must be located in Florida*

Key Responsibilities

• Provide Tier 1 technical support to end users and respond to day-to-day IT support requests.
• Receive, document, categorize, prioritize, troubleshoot, and follow up on support tickets.
• Troubleshoot common hardware, software, operating system, printer, peripheral, and connectivity issues.
• Support password resets, account lockouts, and basic user-access requests following established procedures.
• Provide basic troubleshooting support for Microsoft 365, Google Workspace, and approved business applications.
• Install, configure, update, and troubleshoot laptops, desktops, mobile devices, printers, peripherals, and approved software.
• Prepare and configure equipment and technology for new employees.
• Support IT requirements related to employee onboarding, transfers, role changes, and offboarding.
• Assist with equipment recovery and access-related processes during employee offboarding.
• Maintain accurate records of equipment assigned, transferred, replaced, repaired, and returned.
• Assist with the day-to-day support and maintenance of the subsidiary's local IT infrastructure.
• Perform basic troubleshooting of LAN, Wi-Fi, VPN, TCP/IP, and general network connectivity issues.
• Assist with the installation, configuration, replacement, and maintenance of local IT and network equipment.
• Support workstations, printers, network devices, meeting-room technology, telecommunications equipment, and other workplace technology.
• Assist with office technology installations, relocations, equipment replacements, and infrastructure-related projects.
• Identify infrastructure incidents, equipment failures, connectivity problems, or service interruptions and escalate them to the appropriate IT resource.
• Coordinate onsite troubleshooting with internal IT teams, vendors, internet service providers, and other technology providers as needed.
• Maintain accurate IT asset inventory and assist with equipment lifecycle management.
• Assist with hardware deployments, upgrades, refreshes, replacements, and warranty repairs.
• Follow company cybersecurity, information security, access-control, acceptable-use, and data-protection policies.
• Identify and promptly escalate suspected phishing attempts, malware, unauthorized access, or other potential security incidents.
• Assist with routine endpoint protection, security updates, and device-compliance activities.
• Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and user interactions.
• Assist with maintaining technical documentation, troubleshooting procedures, user guides, and knowledge-base articles.
• Support IT projects, system implementations, infrastructure improvements, and other technology initiatives as assigned.

Corporate Events & Onsite Support

• Provide technical support for corporate meetings, conferences, training sessions, and company events.
• Assist with the setup, testing, operation, and breakdown of laptops, displays, projectors, audiovisual equipment, connectivity, and other event technology.
• Perform pre-event technology checks and provide onsite troubleshooting during events.
• Coordinate with internal teams, venues, vendors, and other IT resources regarding event technology requirements.
• Transport, set up, relocate, and recover IT equipment used for meetings, events, and other business activities.
• Provide technical support at other company offices, facilities, or business locations when required.

Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent technical education, certifications, internship experience, or relevant professional experience may be considered.
• 1 year of experience in Help Desk, Desktop Support, IT Support, technical support, or a related environment preferred.
• Relevant IT internship experience may be considered toward the experience requirement.
• Experience supporting technical and non-technical users is preferred.
• Familiarity with ticketing systems.
• Basic understanding of cybersecurity, endpoint security, user access, and IT asset-management practices.
• Familiarity with audiovisual and meeting-room technology is a plus.
• Fully bilingual in English and Spanish (required).
• Portuguese proficiency is a plus.
  

Position Type and Expected Hours of Work

• This is a full-time position. Regular working hours are Monday through Friday, 9:00 a.m. to 6:00 p.m.
• This position is primarily onsite and based in Miami, Florida. Regular and reliable onsite attendance is required based on the operational responsibilities of the position.The position may require moving, transporting, setting up, connecting, and relocating computers, peripherals, audiovisual equipment, and other IT equipment. The employee must be able to perform the essential functions of the position, with or without reasonable accommodation.
  
• Occasional work outside regular business hours may be required for corporate events, critical incidents, infrastructure activities, system implementations, scheduled maintenance, or other business needs.
• The role requires mobility between company offices, facilities, event venues, and other business locations based on operational needs. Occasional domestic and/or international travel may be required to support company operations, infrastructure needs, projects, or corporate events.
• Occasional work outside regular business hours may also be required based on business and travel needs.

Benefits offered:

• Paid time off (Vacation, Personal Days and Sick days)
• Health insurance paid 100% by the company
• Dental insurance paid 100% by the company
• Life insurance paid 100% by the company.
• Vision Insurance
• 401k Match program

Additional Information: This position may require travel up to 25% of the time, both domestically and internationally, based on business needs.

EEO Statement

We are committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualification, experience, ability, and job performance.