Service Desk - Level 2

RESPONSIBILITIES

Kforce has a client seeking a Service Desk - Level 2 in Miami, FL (Florida).

Summary

We are seeking an experienced Desktop Support Technician II to provide advanced technical support for end users across hardware, software, network, and mobile-device environments. This role is responsible for troubleshooting technical issues, maintaining IT equipment and software, supporting network operations, and delivering excellent customer service while ensuring reliable system performance.

Key Responsibilities

• Troubleshoot and resolve desktop, hardware, software, printer, network, and connectivity issues
• Install, configure, upgrade, repair, and decommission computers, printers, and software applications
• Assist with server administration and LAN support activities
• Support wireless networks and mobile/handheld devices
• Verify completion of required data backups
• Respond to support requests via phone, email, and in person
• Document incidents and resolutions within the ticketing system and escalate complex issues as needed
• Participate in an after-hours, on-call support rotation
• Train employees on new hardware, software, and IT processes
• Maintain hardware, software, and licensing inventories
• Develop and update standard operating procedures and technical documentation
• Recommend process improvements and contribute to IT projects

REQUIREMENTS:

• 4+ years of desktop support and network troubleshooting experience
• Strong experience supporting Windows environments
• Advanced knowledge of computer hardware, software installation, upgrades, and repairs
• Advanced proficiency with Windows 10 and Microsoft 365 applications
• Basic experience installing and supporting network devices
• Familiarity with handheld computing devices and AS400 systems
• Strong analytical, troubleshooting, and customer-service skills
• Ability to work evenings, weekends, holidays, and extended hours when necessary
• Availability to participate in a 24/7 rotating on-call support schedule

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology or a related field
• Relevant technical certifications

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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