Help Desk Technician

Job Description

Help Desk Technician

10850 SW 113th Pl, Miami, FL 33176, USA Req #1733

Friday, February 21, 2025

Luxury Senior Living Communities

In Coral Gables, Kendall & Homestead

Is looking for

Help Desk Technician

for its

Palace Group

10850 SW 113th Place Miami, FL 33176

The #1 Priority of this position is...

To provide active support to internal users during their day-to-day use of technology. Responsible for managing desktops, laptops, mobile devices, desk phones, Wi-Fi phones, minor networking issues, user accounts, logins, Digital signage, audio-visual equipment, printers, copiers and other general systems within all Palace buildings.

Essential Duties & Responsibilities

Help Desk ticket response and MAC (Move/Add/Change) request fulfillment

Maintenance of the hardware inventory system

Review and respond to inquiries from internal users of different operational teams. Determine user requirements. Identify and diagnose problems with hardware, software or configuration of equipment and make repairs or recommend changes to hardware and/or software to resolve problems.

Perform monthly building rounds that consist of workstation, monitor, UPS inspection, data closets and wire management.

Troubleshoot and maintain VMS, access control and Audio-Visual equipment in working order, troubleshoots, and repairs with assistance of external vendor.

Communicate with systems vendors for escalation of issues and follow up until resolution

Assist in creating technical documents for implementations, break-fix solutions, etc.

Identify and learn appropriate software and hardware used and supported by the organization.

Attend and participate in a variety of meetings to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge pertaining to new developments, requirements and policies.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Perform regularly scheduled training sessions with users on all technologies

Maintain work area in a clean and orderly condition.

Qualifications/Competencies

Associate degree- required. Bachelor's degree in computer and/or engineering field, or related field preferred.

A+, Network +, Server+, MCSA certifications preferred.

Must possess two years' experience in a related field.

Must possess proficiency in Windows Operating systems, Microsoft Office 365 and general Microsoft platform technologies

Must have experience with Microsoft Active Directory and supporting technologies (policy, preferences, etc.)

Must have a clear understanding of networking concepts such as DNS, DHCP, Email, HTTP(s) and TCP/IP protocols and applications.

Must have practical knowledge with network patching, tracing, terminating, testing, and creating Cat6 patch cables using (T568B) standards.

Must have excellent communication skills and customer service attitude and problem-solving skills

Must be detail oriented with strong analytical skills and have the ability to learn IT concepts, systems and troubleshooting skills with ease.

Must have the ability to work successfully within a team with limited supervision.

Ability to speak effectively before groups of users, especially in as a computer instructor setting.

Any previous experience working with or knowledge of the following systems and technologies is a big plus:

Experience with Cisco's Unified Communication and Cisco Unity

Experience with DUO and AZURE MFA, SSO, Office 365 Administration on the cloud

Experience with Oracle Symphony POS Administration and Troubleshooting

Experience with Mobile Device Management (MDM) via Cisco Meraki Systems Manager

Experience with Sysaid Ticketing System

Knowledge of Windows OS deployment and methodologies and maintaining system Images in: WDS/SCCM

The Ideal Candidate

Must be organized and detail-oriented, work well with people, prioritize tasks, helpful and friendly, patient, and flexible.

Willingness to work flexible shifts and some nights, weekends & holidays in case of emergencies or rare occasions of major system upgrades/updates.

Ability to explain complex IT concepts in simple terms.

Self-motivated with a competitive spirit, a strong work ethic and the ability to work independently AND as a team member.

This position offers:

Competitive salary commensurate with experience

Medical, Dental and Vision Coverage

Generous Paid Time Off (PTO)

Plus other benefits and perks such as free daily lunch

Annual bonus based on company performance

#ZR

Other details

Job Family PROFESSIONAL

Pay Type Hourly

Full-time